Customer Experience Office - Quality Team Lead

Full job description
Description

Position Summary

The Quality Team Lead supports the Quality Monitoring teams. The responsibilities of the role include supporting the workflow, researching questions, identifying and escalating potential process breaks, and working production as needed. The person in this role will need to work collaboratively with the Quality Team Supervisor, Quality Agents, and key contacts from other business areas to mitigate procedure gaps.
Summary of Essential Job Functions
Support the day-to-day operation of up to 15 Quality Agents. Support the Quality Supervisor to ensure that SLAs are achieved daily, weekly, and monthly.
Learn and follow internal department procedures and processes that align with compliance and business standards. Support new and current employees with training and guidance on the processes. Share potential gaps or opportunities to improve the processes with Quality leadership.
Ensure consistent and accurate monitoring. Perform quality reviews as needed to ensure consistent monitoring. Research monitor disputes. Lead or participate in calibration within the department or with business partners.
Track potential issues identified by Quality agents; complete preliminary research on the root cause and ensure the issues are submitted to the department managers according to the internal process.
Demonstrate regular and predictable attendance in adherence to company guidelines.
Support requests for internal and external audits and control testing.
Understand and comply with internal and external policies, laws, and regulations.
Consistently demonstrate the company's core values of excellence, ownership, collaboration, and integrity.
Complete other duties as assigned in a timely and accurate manner.

Position Requirements
2+ years of relevant experience in credit card operations and/or quality monitoring
Experience in leading and coaching production teams
Bachelor's degree or equivalent experience in business or related field preferred Strong communication and problem-solving skills
High level of competency in Word, Excel, and PowerPoint


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.
  Read more