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Quality Assurance Analyst & Team Lead

Company: MUFG
Location: Monterey Park
Posted on: September 5, 2020

Job Description:

Job Description: Do you want your voice heard and your actions to count? Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2018). In the Americas, we're 13,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, developing positive relationships built on integrity and respect. It's part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. We're a team that accepts responsibility for the future by asking the tough questions and owning the solutions. Join MUFG and be empowered to make your voice heard and your actions count. Job Summary: Under minimal guidance, The Quality Assurance Lead is responsible for ensuring and improving all quality programs for call centers nationwide. Job functions include advanced call monitoring, research and analysis (e.g., trend reporting, errors), technical systems support, continuous process improvement and agent-level leadership through calibration, coaching and training. Major Responsibilities: Quality Monitoring Performance (25%) * Complete the required number of evaluation audits (quality checks) per month. * Handle all dispute requests presented for review; provide detailed responses with the outcome of the review and document Analyst coaching opportunities. * Responsible for assessing the accuracy, quality and other performance aspects of the Quality Assurance Analysts and Union Bank's supervisors and managers-call monitoring programs, as assigned. Administer and follow QA Guidelines, bank policies and procedures across multiple business lines. Departmental Administration (30%) * Manage the Dispute Resolution process, including thorough documentation on final response ruling, consulting with management as needed. * Provide administrative support for the call monitoring software (add new hires; update terminations, move agents, quarterly programming changes, monthly and bi-annual audits, etc.). * Manage staffing trackers, error logs, and update assignment lists. * Maintain daily tracking logs and ensure the QA Analysts and Team Leads are maintaining schedules and keeping records up-to-date. * Point of contact to resolve any system issues; escalate as needed to management, Workforce Management, and/or IT Help Desk. * Research and/or download call logs for supported business units when requested. Management Communication and Support (15%) * Engage management and/or peers in topical discussions about questionable customer interaction situations and make decisions about proper courses of action. * Identify and recommend necessary corrective action and training opportunities discovered during calibration sessions with internal clients. * Ensure service levels and quality standards are met. * Provide training and coaching to enhance QA and Line of Business evaluator performance. * Maintain the highest level of confidentiality regarding employee performance. * Train, develop and facilitate calibration sessions and monthly team meetings for managers and agents. * Actively support Management's mission to coach, develop, motivate, and reward employees. * Foster a collaborative and positive work environment. Procedural Updates and Risk Management (25%) * Analyze high volume of data as provided by the Line of Business, summarize and make appropriate recommendations for improvement based on findings. * Capture performance findings about the QA Analysts (e.g., Dispute Resolution) Analyze and identify trends, inconsistencies or outliers and correlate results to key metrics. * Update Policies and Procedures in accordance with our PPO management timeline for yearly updates. * Complete monthly MBRs or Summary reports for management review of QA and Client Experience trends. * Evaluate customer service issues identifying root causes and making recommendations based on thorough analysis. * Maintain customer centric approach and effectively course of action to ensure service levels are met with an emphasis on first call resolution and client self-service. The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category. A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a cand

Keywords: MUFG, Monterey Park , Quality Assurance Analyst & Team Lead, Professions , Monterey Park, California

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