Quality Assurance Administrator - Hybrid Job Chandler area,Arizona USA,Quality Assurance

Quality Assurance Administrator - Hybrid

Genesis
10 is currently seeking a Quality Assurance Administrator 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!