MUFG Union Bank Quality Assurance Evaluator, Analyst / Officer in Tempe, Arizona
Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world with total assets of over $2.4 trillion (as ranked by SNL Financial, April 2016) and 140,000 colleagues in nearly 50 countries. In the U.S., we’re 13,000 strong, working together to positively impact every customer, organization, and community we serve. We achieve this by delivering on our values, putting people first, fostering long-term relationships built on honesty and mutual understanding, and inspiring the best in each other. This is all part of our inclusive, high-performing culture supported by Total Rewards that include our cash balance pension plan. Join a team that’s working to fulfill its vision to be the world’s most trusted financial group.
Reporting to the Quality Management department, the Quality Program Administrator is responsible for improving service excellence and ensuring consistency within all Quality Management programs. Job functions include quality monitoring performance, trend analysis (e.g., trend reporting, errors), leadership (e.g., calibration, coaching and training) and systems support (technological). Each business unit and vendor will receive direction, guidance and feedback from a Quality Program Administrator about their quality monitoring programs. The QPA will independently and objectively review monitoring practices and provide feedback to leadership in an assessment summary.
Trend Analysis & Reporting--35%: Accurately capture performance findings about the vendors and the Bank (supervisors and managers); be clear and detailed. Analyze large amounts of data produced by multiple vendors; use the captured strengths and opportunities to make appropriate recommendations to business partners/owners. Study the trends, inconsistencies or outliers and correlate results to key metrics (Service Level Agreements (SLAs), Average Handle Time (AHT), customer/agent experience, etc.). Design and implement tools to further enhance the department's reporting capabilities and offerings. Communicate vendor performance through excellent written and oral communication skills. Produce a monthly Gap Analysis Report for leadership review.
Management Communication and Support--30% Ensure service levels and quality control standards are met through calibration, coaching and training exercises. Recommend necessary corrective action and training opportunities. Be a quality assurance expert; engage management and/or peers in topical discussions to determine proper courses of action and make final decisions regarding questionable customer interaction situations. Facilitate and/or participate in calibration sessions and monthly team meetings. Provide training and coaching to enhance evaluator performance. Clearly understand the Company and individual department's vision, values, and goals and be able to discuss them with the Bank Agents, Supervisors, or Managers. Actively participate in and maintain team spirit and a positive work environment. Maintain the highest level of confidentiality regarding employee and vendor performance. Actively support Management's mission to coach, develop, motivate, and reward employees.
Quality Monitoring Performance20% --Responsible for assessing the accuracy, quality and other performance aspects of both outsourced vendors and UB customer services areas against UB quality program standards and guidelines. The assessment includes calls as well as processes. Independently complete the required number of evaluation or callback quality checks each month. Effortlessly follow the QA Guidelines, bank policies and procedures across multiple business lines and document findings using the provided reporting tools.
Departmental Administration15%-- Provide administrative support for the bank-selected call monitoring system (add new hires; update terminations, move agents, quarterly programming changes, monthly and bi-annual audits, etc.). Manage staffing trackers (e.g., LOAs, special projects), error logs, and update assignment lists. Troubleshoot minor to major system issues and escalate appropriately to management and/or IT Help Desk when necessary. Research and/or download calls for supported business units when requested. Support the dispute resolution process by reviewing situations diplomatically and responding appropriately to UB management; involve management in final decisions when necessary.
4 year degree or the equivalent combination of education and work experience in Quality Assurance preferred.
4 years related call center experience customer service, sales and/or client management experience with work experience demonstrating increasing levels of complex data analysis along with presentation of materials.
Working knowledge of Call Center specific technologies, including NICEa, Amdocs, Rumba, WebAmmo
Proficient in Microsoft software including Excel, PowerPoint, Access, Word, and Microsoft Explorer;
Able to use reporting tools with little or no guidance and design tools as needed.
Well-versed in the Bank policy, procedures, compliance rules, and regulations or other financial industry.
Strong analytical, reasoning and decision making skills that demonstrate originality, flexibility, and objectivity; use wisdom, experience, and logical methods to make good decisions and solve difficult problems with effective solutions.
Strong customer service orientation; commits to meeting the expectations and requirements of internal and external stakeholders; acts with stakeholders in mind; values importance of providing high-quality customer service
Exceptional verbal and written communication and presentation skills; able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that instigate appropriate actions
Effective in a variety of formal and informal presentation settings; commands attention and manages group process during the presentation; is cognizant of audience response and able to adapt content and style accordingly
Strong negotiation skills
Able to manage and achieve tight deadlines; experience with meeting monthly deadlines, goals and/or quotas
Extremely effective at collaboration and leveraging resources; able to work as an active participant in a team environment
Work independently with minimal supervisory oversight
Excellent organizational skills to accomplish a variety of concurrent tasks on a day-to-day basis; can marshal resources (people, material, support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.
Demonstrates the following core competencies: Deliver extraordinary customer experiences, drive for results, communicate effectively and professionally, balance risk with opportunity, and influence and inspire others
/ The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.
We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses. /
Title: Quality Assurance Evaluator, Analyst / Officer
Requisition ID: 10027082-WD