New

Quality Assurance & System Utilization Analyst

BankUnited
United States, Florida, Miami Lakes
Jan 15, 2025
SUMMARY: This individual will be responsible for ensuring the highest level of quality in our customer interactions and optimizing the performance of our contact center system. The ideal candidate will have a keen ear for assessing call quality, a knack for data analysis, and a proactive approach to system enhancements and improvements, including the effective use of AI in Quality Management. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned. Monitor and evaluate the quality of calls to ensure compliance with BankUnited's standards and regulatory requirements. Develop and maintain call quality scoring rubrics and provide detailed feedback to Supervisors, representatives/agents. Identify training needs based on call evaluations and collaborate with training/supervisor to enhance agent's performance. Collaborate with IT team and external vendor to implement system enhancements and new features as it relates to QA functions. Analyze call data and performance metrics to identify trends, areas for improvement and opportunities for operational efficiencies. Prepare and present detailed reports on call quality, agent performance and systems performance to management. Identify and create, update, and maintain knowledge-based articles and support materials for leadership team, agents and virtual agents. Ensure knowledge resources are accurate, up to date and easily accessible. Ensure that AI driven quality management tool is utilized to its fullest potential. Stay informed about the latest industry trends and advancement in contact center technology. Proactively seek opportunities to improve system functionality and user experience. Lead or participate in projects aimed at enhancing contact center capabilities. Provide support and guidance to Call Center agents under the direction of the Client Care Supervisor and Sr. Supervisor. Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.). Adheres to Bank policies and procedures and completes required training. Identifies and reports suspicious activity. SUPERVISORY RESPONSIBILITIES Supervises function, projects or services and/or one or more employees, as applicable. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance coaching; rewarding and disciplining employees; addressing complaints and resolving problems. EDUCATION HS Diploma required Or Associate's Degree preferred EXPERIENCE 4-6 Years Call Center or Customer Service Leadership experience preferred 1-3 Years Call Center experience required KNOWLEDGE, SKILLS AND ABILITIES Must have excellent sales, written, verbal and presentation skills and high-level familiarity with bank products, services and systems.