Job summary
Job post source
This job is directly from Valley Bank
Job overview
The Quality Assurance Specialist (Call Center) at Valley Bank is responsible for monitoring and improving call center quality to enhance customer service and operational efficiency.
Responsibilities and impact
The role involves compiling and tracking performance data, collaborating on customer listening programs, providing feedback to management, facilitating call calibration sessions, preparing quality reports, coaching employees, onboarding new hires, conducting trainee feedback sessions, coordinating training activities, monitoring employee activity, designing quality standards, and assisting with audit reviews.
Job location and travel
The position involves working with multiple call center locations including New Jersey and Florida.
Company overview
Valley Bank is a regional financial institution that provides a range of banking services including personal and business banking, loans, mortgages, and wealth management. They generate revenue primarily through interest on loans, service fees, and investment income. Founded in 1927, Valley Bank has a long history of serving communities in the northeastern United States, and they emphasize customer service and community involvement as core values.
How to land this job
Tailor your resume to highlight experience in quality assurance monitoring, performance tracking, and data analysis specific to call center environments, emphasizing collaboration and customer listening program involvement.
Emphasize skills in preparing quality reports, conducting coaching sessions, onboarding new employees, and facilitating training activities across multiple locations, as these are key responsibilities at Valley Bank.
Apply through multiple platforms including Valley Bank’s corporate careers page, LinkedIn, and reputable job boards to maximize your application’s visibility.
Connect with current Quality Assurance Specialists or Customer Care team members at Valley Bank on LinkedIn; start conversations by referencing recent customer service initiatives or asking about their experience with call calibration sessions.
Optimize your resume for ATS by incorporating keywords from the job description such as 'quality assurance monitoring,' 'call calibration,' 'coaching sessions,' 'training facilitation,' and 'performance tracking' to ensure it passes initial screening.
Use Jennie Johnson’s Power Apply feature to automate tailored applications, identify multiple application channels, and find relevant LinkedIn contacts to network with, allowing you to focus more on preparing for interviews and enhancing your skills.
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