Quality Manager - Customer Experience Office - Credit One Bank

Description

Position Summary

Summary of Essential Job Functions

• Manage the day-to-day operation of 10-15 Quality Monitoring agents who review and document feedback on calls and casework across our operation’s functions.   
• Oversee the coordination of workflow, ensuring that team KPIs are achieved daily, weekly, and monthly.  
• Coach agents and provide opportunities for growth and development to drive engagement and help agents achieve their goals. 

• Prepare and present results to leadership to showcase team performance, highlight opportunities, and recommend improvements.  
• Collaborate with leadership to address procedure gaps and align on quality expectations.   
• Ensure proper completion of all Human Resource deliverables such as training requirements, corrective actions, and time sheets.
• Support requests for internal and external audits and control testing.   
• Understand and comply with internal and external policies, laws, and regulations.
• Demonstrate company core values of excellence, ownership, collaboration, and integrity.

Position Requirements

• Must possess 3+ years of leadership experience in a Customer Service and/or Collections environment; credit card operations experience preferred. 
• Ability to hire, train, and develop direct reports.   
• Demonstrate strong verbal and written communication skills. 
• High level of competency in Word, Excel, and PowerPoint.
• Bachelor’s Degree and Quality Monitoring experience is preferred. 

Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.