Associate, Retail Channels (Call Center Quality)

The Associate, Retail Channels (Quality) Measures the contact center performance and identifies opportunities for improvement, both individually and holistically, across all customer interactions. The team audits high risk transactions for compliance, risk, customer expectations and experience, accuracy and completeness. Position will be working hybrid based in San Juan, PR.

MAJOR DUTIES & RESPONSIBILITIES

• Determines Contact Center quality standards by monitoring inbound and outbound calls, documenting results, and evaluating performance against established Quality Assurance (QA) standards and guidelines.
• Verifies Contact Center performance by assessing adherence to scripts, product knowledge, customer service and collections skills, greeting protocols, diction, active listening, etiquette, objection handling, efficiency, and call closing techniques.
• Provides feedback to Contact Center management by monitoring calls, reviewing customer feedback, and conducting feedback sessions with staff.
• Evaluates team members by assessing the effectiveness of customer interactions, providing quality ratings, identifying training opportunities, and assisting in the development and delivery of training programs.
• Assists in driving quality initiatives by ensuring adherence to Quality Assurance policies and procedures, recommending process improvements, developing new quality models, and implementing approved changes.
• Maintains professional and technical knowledge of banking regulations, industry standards, and best practices through continuous learning and benchmarking.
• Ensures adherence to all applicable banking regulations, compliance requirements, and internal policies while conducting quality reviews and evaluations.
• Analyzes quality trends, customer feedback, and performance metrics to identify opportunities for process improvements, operational efficiencies, and enhanced customer experiences.
• Contributes to the achievement of departmental and organizational goals by accomplishing assigned projects and related responsibilities.
• Ensures a high-quality customer experience across all service requests, including adherence to First Call Resolution (FCR) standards.
• Monitors adherence to established schedules, including Not Ready time, lunch periods, break durations, and login/logout activities for Contact Center staff.
• Provides feedback regarding the user experience with core applications and systems; identifies and reports recurring issues related to database segmentation, system functionality, or operational procedures.
• Monitors compliance with quality assurance requirements and provides written feedback to improve call quality, accuracy, productivity, and customer experience.
• Identifies potential risks, compliance concerns, operational issues, or red flags and escalates them to the appropriate department for resolution.
• Provides written and verbal feedback, coaching, and recommendations to Contact Center leadership to support continuous improvement and employee development.
• Partners with Contact Center leadership and business units to support quality initiatives, improve service delivery, and promote a culture of continuous improvement.
• Other duties may be assigned.

EDUCATION AND EXPERIENCE:

• Bachelor's degree in Business Administration or a related field required.
• Minimum of two (2) years of relevant experience in a call center environment required.
• The minimum education and experience requirements may be satisfied through an equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities.
• Service- and people-oriented, with strong interpersonal skills. Must be supportive, communicative, attentive, and able to remain calm and courteous under pressure while effectively handling challenging situations.
• Strong understanding of company products, policies, and services.
• Knowledge of banking products, customer servicing practices, and operational procedures.
• Excellent listening, verbal, and written communication skills.
• Proficiency in Microsoft Office applications (Word, Excel, and Outlook), reporting systems, and other business applications required.
• Fully bilingual in English and Spanish (written and verbal) required.

WORK AUTHORIZATION & ELEGIBILITY:

• Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
• Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)

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