Bank OZK · 19 hours ago
Quality Assurance Specialist-Call Center
Alpharetta, GA
Full-time
Onsite
New Grad, Entry Level
0+ years expBank OZK is a nationally recognized leader in financial services, committed to exceptional service and innovative solutions. The Quality Assurance Specialist in the Call Center will prepare and conduct quality reviews, analyze quality issues, and provide coaching to ensure service standards are met.
BankingFinanceFinancial Services
Responsibilities
Evaluates and develops training needs and specific performance improvement solutions
Prepares and conducts regularly scheduled quality reviews to ensure that service and quality control standards are met
Analyzes quality issues and improvement opportunities and makes initial recommendations for agent supervisor or call center management review
Performs quality related coaching and feedback discussions with call center staff
Delivers feedback and/or training that supports consistent processes and performance improvement solutions
Communicates an agent’s progress regularly to the agent’s supervisor
Recommends, develops, and/or conducts additional agent training based on quality review results and ongoing needs assessments
Participates in projects as assigned
Represents the Bank to the customer in a courteous, professional manner, and for providing prompt, efficient and accurate service in processing transactions
Answers inbound telephone calls, ascertaining customers’ needs and/or the subject of their calls, and assists the customer or transfers the customer to the proper department or person for assistances as needed
Performs transactions and other customer-driven processes (e.g., account records)
Records changes to customer data and processes in accordance with procedures
Recommends improvements to the policies and procedures that affect customer service
Maintains good punctuality and attendance to work
Follows Bank policy, procedures and guidelines
Qualification
Required
High school diploma or equivalent required
Minimum of six (6) months' work experience in call center required
Knowledge of call center principles
Knowledge of general banking principles and/or financial services
Ability to communicate effectively both verbally and in writing
Ability to demonstrate initiative to accomplish work objectives
Ability to work effectively and demonstrate flexibility in a continually changing environment
Ability to manage multiple tasks with exacting deadlines in a fast-paced environment
Ability to demonstrate effective customer service skills
Ability to demonstrate effective organization, critical thinking, analytical and problem-solving skills
Ability to work extended hours
Ability to work effectively in a team environment
Ability to maintain attention to detail
Ability to demonstrate effective time management skills
Skill in using computer and Microsoft Office, including Outlook, Word, Excel, and PowerPoint
Preferred
Minimum of one (1) year supervisory experience preferred
Minimum of one (1) year experience performing quality assurance responsibilities preferred
Benefits
Generous PTO
401(k) matching
Health, dental, vision (and pet!) insurance
Special perks and discounts
Company
Bank OZK
Bank OZK provides banking services including savings account, loans, debit, and agricultural lending.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1997-07-17IPO
Leadership Team
Eric Munson
Senior Vice President, government and institutional banking
Recent News
2026-01-09
2026-01-07
2026-01-07
Company data provided by crunchbase