Customer Experience Office - Quality Representative II

DescriptionPosition SummaryCredit One Bank is looking for a Quality Representative to monitor customer interactions that may be in the form of calls, cases, emails, or other customer contacts. The person in this role will capture and summarize their observations, and based on learnings, identify process or execution gaps.Summary Of Essential Job FunctionsMonitor calls and cases across operational functionsCapture adherence to customer service standards, including regulatory, policy, and soft skillsMeet team productivity expectations and internal quality standardsAccurately enter detailed information on evaluations, logs, and tools used for quality reporting Provide clear evaluation comments to support agent coaching and developmentMaintain confidentiality and privacy of quality scores, data, and customer informationParticipate in or facilitate weekly calibration sessions for internal and external partners to align on scoring expectationsThroughout the monitoring process, identify potential gaps in processes or execution that may impact business success, quality, or customer experienceDemonstrate regular and predictable attendance in adherence to company guidelinesSupport requests for internal and external audits and control testingUnderstand and comply with internal and external policies, laws, and regulationsConsistently demonstrate the company's core values of excellence, ownership, collaboration, and integrityPerform other duties as assignedPosition Requirements1+ years of relevant experience in credit card operations and/or quality monitoring.Expertise in one or more servicing disciplines such as Customer Service, Collections, Fraud, or Back Office.Strong communication and problem-solving skills.Proficiency 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.