Quality Assurance Specialist

Location: Sioux Falls, South Dakota
Shift: Monday - Friday, 8:00 a.m.

- 4:30 p.m.
Job Status: Full-Time
Company: PREMIER Bankcard

About the Role

Quality Assurance (QA) ensures that the final product observes the company’s quality standards.

These detail-oriented professionals are responsible for the development and implementation of inspection activities, the detection and resolution of problems, and the delivery of satisfactory outcomes of internal and external customers.

Job Duties and Responsibilities



* Review and evaluate phone calls from Associates in the call center departments of Collections, Customer Service, New Customer Center, and Retention, to ensure the policies, procedures, State & Federal regulations are adhered to.

While reviewing the call center associates calls


* Review reporting from each area on completed QA evaluations.

Look for consistency on scoring and confirm an Issues Identified document was sent to management to correct any errors made by the call center associate.


* Review a random sample of worked PREMIER Credit Protection (PCP) adjudications. 


* Submit recommendations to increase the customers experience when opportunities are identified.  Recommendations stem from system & process enhancements, associate empowerment, and issue resolution.


* 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.


* Work Exception reports on a daily or weekly basis, depending on the report.


* Review existing procedures & updates for accuracy and consistency for all call center and non-call center departments.

If something is inaccurate or wrong, submit the error to management to have it corrected.


* Support the management team by providing feedback regarding observations through the quality monitoring process.


* Remain current regarding Operational, Regulatory, and State requirements by participating in training programs.


* 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.


* Maintain accuracy demonstrated through performance management, presentation, and documentation of errors identified.


* Submit Help Desk Tickets when encountering system issues such as pc issues, Verint issues, etc.


* Review and approve or deny suggestions for Spanish Scripting.

In some cases, write the scripting for the business units to use.

(Bilingual Staff Only) Review Spanish IVR messages.

(Bilingual Staff Only)


* Develop measurement cri...