Fifth Third Bank Quality Assurance Manager. in CINCINNATI, Ohio
Fifth Third Bank is one of the top-performing banks in the country, with a heritage that spans more than 150 years. As The curious bank, we've staked our claim on looking at things differently, at being better listeners and at showing more commitment. This applies to our relationships with customers and employees alike.
We employ about 19,000 people, and what we offer is:
A chance for employees to build their future, with supportive career development and financial wellness programs.
An environment where we win together. We celebrate achievement and work collaboratively. We're also a two-time Gallup Great Workplace honoree.
An invitation to impact lives in a positive and lasting way. Everything we do is geared toward improving lives. That's fun and exciting.
It comes down to the fact that Fifth Third is a warm and caring place to with which to grow # as a customer or as a team member.
Central Operations is the home of over 2,300 employees who handle Fifth Third Bank's back-office functions and Contact Center services for nearly six million customers. Our goal is to operate as an efficient, behind-the-scenes machine to allow Fifth Third Bank transactions to be seamlessly executed for our affiliates and customers.
Supports the Consumer Call Center, Commercial Call Centers and Office of the President and is responsible for the creation, management and administration of the call center customer quality program. Provides valuable customerfeedback on marketing, call trends, product improvements and competitive intelligence that will contribute to the Bank's success. This position will interact and communicate to all levels of management within the Call Centers.
Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
ESSENTIAL DUTIES & RESPONSIBILITIES:
.Provide support as needed for third party vendor call centers as requested by Line of Business external to the Call Center, including participation in vendor call calibrations and consultation to develop quality standards for external vendor callcenters.
.Lead efforts to drive delivery of consistent and accurate information to customers and between consumer sites, including working with other Departments to clarify, correct and communicate consistent policy through recommending Intranet Landing Page orKnowledge Bank updates.
.Partner with Call Center Operations Management, Line of Business Leadership, Enterprise Learning to identify skill deficiencies in the call center to create specific action plans and training that address improvement opportunities.
.Analyze Key Performance Indicator data, and identify process improvement opportunities. Make recommendations for systems enhancements or changes that would improve quality and/or productivity.
.Develop and manage processes to insure consistency and accuracy of quality monitoring program insuring calibration.
.Develop Quality measurement parameters for new teams that support new initiatives in the call center, for example, Service to Solutions, Social Media, Overdraft Servicing.
.Compile customer feedback from analysts to make recommendations for new products and services, or improvements to existing ones.
.Review and resolve Quality Disputes from Managers in the Lines of Businesses supported
.Create quarterly reporting for Management on Quality performance and trends.
.Oversee the implementation and on-going management of the #Quality Expert Certification# program in the call center.
.Review and provide enhancements and automation to Quality Analyst scorecard.
.Design and implement a Performance measurement/scorecard for Quality Supervisor as well as periodic review of Quality Goals and Quality Analyst Performance goals.
.Manage workflow among the team to ensure all obligations are met.
.Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions.
Provide employees timely, candid and constructive performance feedback. Develop employees to their fullest potential and provide challenging opportunities that enhance career growth. Develop appropriate talent pool toensure adequate bench strength and succession planning. Recognize and reward employees for their accomplishments.
Fifth Third Bank is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
.Bachelor's degree or equivalent experience required.
.Minimum five years of Quality Assurance experience in a Call Center environment.
.Minimum two years of management experience.
.Experience with product support and technical systems with ability to manage a mix of transaction based and project based activities.
.Proven high level of customer service delivery.
.Proven data analysis and process improvement capabilities.
.Ability to manage at various levels within a matrixed organizational environment.
.Excellent verbal and written communication skills.
.Experience with Microsoft office products, such as Access, Word, Excel, PowerPoint and Outlook.
.Strong leadership skills, including change management.
.Initiative, detail orientation, strong analytical skills, and decisive decision-making skills.
.Ability to multi-task and be flexible.
.Ability to manage training and quality processes as well as direct reports in a multi-site environment.
.Normal office environment with little exposure to dust, noise, temperature and the like.
.Extended viewing of CRT screen.
.Flexible working hours.
.May include local or overnight business travel.
.Work in an environment that operates 7 days a week, 24 hours a day.