Quality Assurance Analyst

Location: Sioux Falls, SD
Shift: 8:00am-5:00pm, Monday-Friday
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
+ Document any regulatory errors, reputational risk, customer impacting issues, and any procedural errors identified.
+ Research previous interactions to determine the root cause of an error any time the customer mentions previous interactions where there was a problem, or something hasn’t been resolved.
+ Listen for customer experiences and ways to improve processes, system enhancements, associate empowerment, etc.

If there is an opportunity for improvement, take appropriate action to escalate the opportunity to the Customer Experience Enhancement Team and Senior Leadership.
+ Validate an action has taken place if an associate promises something would be done.

Additionally, if the associate should have taken an action on something and didn’t, work directly with the associates’ supervisor/manager to correct any account issues caused from an associate error.


* 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. 
+ Review adjudications for each Claim Processor and member of management to provide a quality score each month.
+ Review a random sample of outbound calls initiated by Claim Processors to customers that require follow-up action.
+ Work with the PCP Subject Matter Expert (SME) within Quality Assurance to ensure all reviews were completed correctly and make ad hoc corrections based on feedback provided from the PCP SME.
+ Work closely with the PCP SME and the PCP team to reach resolution when the scoring of an adjudication is called into question.
+ Complete a write-up and send to the manager of Claims Processing to be worked if immediate action is needed on an account.


* 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...