Quality Assurance Specialist

The QA Specialist will phone monitor, audit accounts to validate and ensure accuracy and consistency, conduct Secret Shoppers, coach and devlop team members to ensure consistency within the department.  Identify areas of opportunity for improvement regarding individual team member performance as well as department policies and procedures.  Create and execute effective recognition and motivational programs.Responsibilities: Monitors incoming and outgoing calls received and conducted within Customer Care Identify, coach and develop team members to ensure consistency with Customer Care Track and Trend performance efficinecies and communicate areas of opportunity within Customer Care Responsible fo rreorting and communicating Quality Performance within Customer Care (including Outsources) on a weekly and month basis (or as needed). Facilitate and organize collaboration sessions with Quality Specialist, Mentors, Supervisors and Management. Create and execute quality recognition and motivational programs Create, communticate and disseminate communications (memo's and updates) to all of Customer Care. Conduct secret shopping to ensure team members have retained product knowledge. Take phon calls monthly basis to keep abreast and updated on team members functionality and retain product knowledge.Qualifications Solid verbal and written communication skills, organizational and time-management skills Prior call center experience or prior experience in a QA envioronment Energetic, self motivated, hands-on started with excellent communication and problem solving skills. Proficient in MS Word, Excel, Outlook and PowerPoint, Publisher (preferred) Must be able to work comfortably and effectively with a diverse group of staff members and the general public, both on the phone and in person. Must have experience with word processing, desktop publishing and databases. Requires detailed knowledge of computer applications. Post-secondary degree and previous experience a must.Preferred- AA degree or equivilent Bilingual (English/ Spanish)     Company: Green Dot Corporation Location: Monrovia, CA 91016 Status: Full Time, Employee Job Category: Customer Support/Client Care Occupations: Customer Training;General/Other: Customer Support/Client Care Relevant Work Experience: 2+ to 5 Years Career Level: Experienced (Non-Manager) Education Level: Associate Degree Industry: Banking;Financial Services Company: Green Dot Corporation Email: Apply by Email