Auto req ID: 4404BR
Title: Quality Assurance Analyst II
Job Function: Call Center
State and City: Texas, Plano
Company: Harley-Davidson Financial Services
Job Summary:
POSITION SUMMARY
Under general supervision the Quality Assurance Analyst II is responsible for more complex quality assurance measures, file auditing and cross-checking. This position requires extensive knowledge of the organizations polices to ensure compliance with all protocols. The Quality Assurance Analyst II is expected to be a mentor/resource for others and assist with identifying areas for improvement and training within business unit teams.
PRIMARY RESPONSIBILITIES
- Conducts telephone audits, evaluating the quality of our customer service, the accuracy of the information given, the efficiency and effectiveness of call handling
- Audits each area and evaluates the workflows, procedures, work quality, and processing
- Monitors phone calls for all business units and reports on the accuracy of the data presented to help them meet objectives
- Composes and audits coaching reports to inform management of the results of each call monitored and makes recommendations for process change. Maintains reports for future review
- Identifies procedural discrepancies and undocumented processes
- Produces and distributes reports to teams, which address quality issues
- Uses effective time management to ensure customer service experience is satisfactory and meets expectations
- Point person on Quality Assurance team to calibrate call monitoring sessions
- Serves as a mentor/resource for team members and assists with identifying areas for Performs other duties as assigned
- Protection of employees, customers and corporate information is everyone's responsibility at HDFS. All employees must follow established physical, electronic and procedural safeguards, including policies regarding data protection, segregation of duties, use of passwords, and access to information based solely on business need. In addition, any company-proprietary information (including but not limited to customer information) may not be transferred or transported outside of HDFS by employees upon leaving the company.
- It is the individual responsibility of every employee to maintain current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures, and to comply with those laws, regulations, policies and procedures.
Education Required:
Associate's degree (A. A.) or equivalent from two-year College or technical school; or three - five years experience in a call center or equivalent combination of education and experience.
Experience Required:
- Language Skills: Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence.
- Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
- Computer Skills: To perform this job successfully, an individual should have demonstrated knowledge of spreadsheet (Excel), word Processing (Word), Workforce Management, ACD and Reporting software
EMPLOYEE BEHAVIOR
- Teamwork
- Accountability
- Integrity
- Creativity
- Diversity
- Drive for results
- Courage
- Respect for others
- Quality/continuous improvement
Travel: Required 0-10%
Title: Quality Assurance Analyst II
Job Function: Call Center
State and City: Texas, Plano
Company: Harley-Davidson Financial Services
Job Summary:
POSITION SUMMARY
Under general supervision the Quality Assurance Analyst II is responsible for more complex quality assurance measures, file auditing and cross-checking. This position requires extensive knowledge of the organizations polices to ensure compliance with all protocols. The Quality Assurance Analyst II is expected to be a mentor/resource for others and assist with identifying areas for improvement and training within business unit teams.
PRIMARY RESPONSIBILITIES
- Conducts telephone audits, evaluating the quality of our customer service, the accuracy of the information given, the efficiency and effectiveness of call handling
- Audits each area and evaluates the workflows, procedures, work quality, and processing
- Monitors phone calls for all business units and reports on the accuracy of the data presented to help them meet objectives
- Composes and audits coaching reports to inform management of the results of each call monitored and makes recommendations for process change. Maintains reports for future review
- Identifies procedural discrepancies and undocumented processes
- Produces and distributes reports to teams, which address quality issues
- Uses effective time management to ensure customer service experience is satisfactory and meets expectations
- Point person on Quality Assurance team to calibrate call monitoring sessions
- Serves as a mentor/resource for team members and assists with identifying areas for Performs other duties as assigned
- Protection of employees, customers and corporate information is everyone's responsibility at HDFS. All employees must follow established physical, electronic and procedural safeguards, including policies regarding data protection, segregation of duties, use of passwords, and access to information based solely on business need. In addition, any company-proprietary information (including but not limited to customer information) may not be transferred or transported outside of HDFS by employees upon leaving the company.
- It is the individual responsibility of every employee to maintain current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures, and to comply with those laws, regulations, policies and procedures.
Education Required:
Associate's degree (A. A.) or equivalent from two-year College or technical school; or three - five years experience in a call center or equivalent combination of education and experience.
Experience Required:
- Language Skills: Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence.
- Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
- Computer Skills: To perform this job successfully, an individual should have demonstrated knowledge of spreadsheet (Excel), word Processing (Word), Workforce Management, ACD and Reporting software
EMPLOYEE BEHAVIOR
- Teamwork
- Accountability
- Integrity
- Creativity
- Diversity
- Drive for results
- Courage
- Respect for others
- Quality/continuous improvement
Travel: Required 0-10%