The Quality Assurance Specialist is responsible for identifying areas of improvement in the overall quality of the customer s experience within the call center. This position will monitor and analyze performance evaluations scored by the QA vendor. This position will work closely with the vendors and training on all QA initiatives. This position requires a strong quality customer service background and excellent verbal and written communication skills. This position will use strong observation skills to monitor the vendors and collection staff to ensure quality customer service and compliance with applicable federal and state laws, company policies and procedures.

Company Profile:
Crescent Bank is a privately owned, state chartered, FDIC insured commercial bank. We have been in business for over 25 years and are located in over 20 states. While our primary business is providing auto loans to those who have a hard time securing a loan, we also provide a variety of personal and business banking services throughout Louisiana. We strive for employee advancement and growth. We offer a wide variety of benefits. Unlike your average bankers, we actually have fun.

• Paid Vacation, Personal, Holiday, Bereavement, and Jury Duty
• Medical, Dental, and Vision Insurance
• AD&D and Multiple Life Insurances
• Long and Short Term Disability Insurance
• Flexible Spending Accounts (Medical and Dependent)
• Wellness Programs
• 401(k) with Company Match
• Tuition Reimbursement
Essential Duties and Responsibilities:
• Performs audits on quality evaluations completed by vendors.
• Monitors inbound and outbound calls, completes review of all calls monitored and retains records of calls monitored.
• Reports and communicates on vendor and staff performance observed during monitoring.
• Facilitate and participate in call calibrations and performance meetings to discuss trends and opportunities.
• Uses relevant quality assurance tools to evaluate call center interactions
• Works effectively as part of a team atmosphere to provide support, answer questions, and identify additional training opportunities
• Meets productivity standards in accordance with Crescent Bank s confidentiality policies and organizational values
• Performs additional duties as needed within the department

Position Requirements:
• Three or more years of Call Center Quality Assurance experience is required
• Three to Five years experience in Auto Finance is preferred
Equal Opportunity Employer/Veterans/Disabled