Quality Assurance Asst Coach

Description:Job Summary:The Quality Assurance Assistant Coach is responsible for the overall review of the accuracy of account setup, maintenance and processing of customer requests. Identify areas in need of improvement and track results. Assist in training and coaching peers along with creating and updating procedures while assisting with the work flow within the department. The Assistant Coach is responsible for all aspects of Quality Assurance workflow, production tracking and miscellaneous projects as they arise. This person will assist in maintaining and ensuring the optimal operational flow of the department. The Assistant Coach is also responsible for thorough communication with the Team Leader and Associates as it relates to operations and processes.Essential Functions:Responsible for achieving personal, department, and corporate goals.Assist Team Leader with managing the day-to-day processing activities of the department to ensure departmental efficiency and accuracy.Monitor daily workflow and processes to determine areas in need of improvement in efficiencies.Ensure accuracy of data entry of client account information, which includes verification of new account information, which includes personal data, product type and dollar amount are entered correctly on the system.Ensure the accuracy of maintenance on client activity done by all Deposit Operations Associates.Responsible for ensuring that work type verification is thorough and properly completed.Track, monitor and report issues relative to inaccurate data entry.Ensure policies and procedures are adhered to as outlined in the Operations Departments Policies and Procedures Manual.Contribute in the ongoing development of the department to maintain/improve the quality level.Continually work to deliver efficiencies to the processes, which improve the costs, quality and productivity of the department.Establish and manage communication channels within and among departments for continuous improvement for internal and external customers.Assist with the handling of employee related issuesAssist with the preparation of flows and procedures and train associatesOrganize and track teams training schedule for skills and knowledge development.Participate in various department projects and responsibilities.Other duties as assigned.Qualifications:Experience & Qualifications:2 to 3 years experience in a quality capacityDeposit products experience an asset.Prior supervisory experience a plusAbility to prioritize daily workload to meet expected deadlines.Education and/or Certifications:A post-secondary education preferably in Business Administration, Finance or Commerce is recommended.Trust or Banking Institute courses an asset.Technical skills and abilities:Demonstrated leadership and supervisory skills.Sound knowledge of banking and core deposit products, banking systems, and applicable technologies.Project management experiences an asset.Excellent verbal and written communication skills.Computer literate, Microsoft Office an assetQuality Assurance/Audit experienceWorking Conditions:Some requirement to work overtime.Flexible, shift work may apply.High volume production environmentSalary/Benefits: Salary commensurate with experienceING DIRECT offers one of the best benefits plans around, providing medical and dental health coverage; flexible spending accounts; 401K retirement plans and fitness programs.Job Location: St. Cloud, MNJob Number: 6005Company URL: http://www.ingdirect.comCompany Profile:Why join the ING DIRECT team? We're on a mission to lead Americans back to saving and are looking for people who share that passion to join our team. Our successful Orange Savings Account and Orange Mortgage have set the bar for how to simplify financial products to provide a better deal for consumers. If you are an energetic individual interested in helping build a different kind of bank, we look forward to hearing from you. To learn more about the world's largest direct bank, visit ingdirect.com.The mandate of the Quality Assurance Department is to ensure the overall completion processing requests are completed accurately. In addition, ensure the overall completion of processing requests resulting from the Call Center activities, direct mail, Internet, and fax. All Quality Review processing will meet the defined deadlines and service levels of the bank same day processing.