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Quality Assurance Specialist
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Full-time
- Review a random sample of worked PREMIER Credit Protection (PCP) adjudications.
- Participate in Quality Calibration meetings with Collections, Customer Service, Retention, and New Customer Center to ensure consistency, resolve disputes, identify scoring issues, and validate trends.
- Complete a quality sampling of non-call center departments including Correspondence, Security, Credit, Loss Prevention, Payment Research, Chargebacks, Dispute Review, Unauthorized Autodrafts, Collections Support, and Specialty Collections.
- Participate in new hire mentoring when new Quality members join the team by providing side by side monitoring, job shadowing, sharing best practices, reviewing the new hire scored calls to ensure accuracy, etc.
- Submit Help Desk Tickets when encountering system issues such as pc issues, Verint issues, etc.
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