Quality Assurance Administrator - Hybrid

Genesis
10 is currently seeking a Quality Assurance Administrator - Hybrid for a 6+ month contract position with a Global Financial Institution located in Chandler, AZ or Des Moines, IA.

This role is part of the Front Line Risk team and is responsible for monitoring and evaluating customer service calls handled by third-party vendors supporting the client's Rewards and Card Benefits programs. The Quality Assurance Administrator ensures agents follow compliance requirements, internal procedures, complaint-handling policies, and customer service standards.

Responsibilities:

• Monitor and evaluate the quality of inbound and outbound customer calls and complaints
• Listen to and review recorded customer service and complaint-resolution calls
• Assess agent performance for compliance, procedural accuracy, and customer service skills
• Verify complaints are properly identified, documented, and escalated according to policy
• Review interactions across multiple third-party service providers
• Identify risks, errors, or policy violations and escalate significant concerns
• Document quality issues, evaluation results, and performance measures for management review
• Participate in audits and quality reviews to ensure evaluation accuracy
• Act as a subject matter expert

Requirements:

• 2+ years of Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education

Desired skills:

• Knowledge and experience with financial products, systems, and processes
• Knowledge and experience working with and overseeing third parties
• Knowledge of Federal regulations, State laws, bank policies, and procedures
• Experience with quality assurance, call monitoring, or in a call center
• Strong analytical skills with high attention to detail and accuracy
• Excellent verbal, written, and interpersonal communication skills
• Ability to interact with all levels of an organization and with third parties
• Proven ability to manage multiple tasks/projects while meeting or exceeding deadlines
• Ability to identify risk, investigate issues, and collaborate with stakeholders

Pay range: $11.41 - $19.41 per hour

Only candidates available and ready to work directly as Genesis
10 employees will be considered for this position.

If you have the described qualifications and are interested in this exciting opportunity, please apply!

Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis
10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis
10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.

For contract roles, Genesis
10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis
10:

• Access to hundreds of clients, most who have been working with Genesis
  10 for 5-20+ years.
• The opportunity to have a career-home in Genesis
  10; many of our consultants have been working exclusively with Genesis
  10 for years.
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF, and Illinois)

For multiple years running, Genesis
10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.

Genesis
10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.