F.N.B. Corporation · 10 hours ago
Contact Center Quality Assurance Analyst
Pittsburgh, PA
Full-time
Onsite
Mid Level
3+ years expF.N.B. Corp. is a financial services company seeking a Contact Center Quality Assurance Analyst. This role is responsible for monitoring customer interactions, ensuring compliance with quality standards, and providing feedback to improve agent performance.
FinanceBankingFinancial Services
Responsibilities
Conduct call monitoring of telephone calls, email, and secure Chat messages related to a variety of customer service requests and general bank inquiries
Analyze the quality of the contact and proper adherence to established company policies, procedures, and other regulatory compliance
Provide clear and concise feedback on a number of quality metrics including authentication, empathy, procedural knowledge, and system navigation
Work with supervisors and management to drive improvement within and across the Contact Center to ensure a consistent client experience
Identify problem areas during call monitoring to improve agent performance
Track and document calls monitored, evaluation scores and trends on a daily basis
Provide coaching suggestions from call monitoring to Contact Center supervisors and management
Identify complaint and escalation calls for the purpose of conducting in-depth audits to ensure Contact Center regulatory and fiduciary compliance
Provide detailed reports of complaint and call escalation audit trails with an emphasis on compliance guidelines
Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas
Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
Attend and participate in partner and internal calibration meetings
Effectively communicate with other members of the Quality team regarding strategies, processes and procedures to ensure consistent productivity
Performs other related duties and projects as assigned
Qualification
Required
High School or GED
3 years of job-related experience
Excellent communication skills, both written and verbal
Excellent customer service skills
Detail-oriented
MS Word - Intermediate Level
MS PowerPoint - Intermediate Level
MS Excel - Intermediate Level
Ability to use a personal computer and job-related software
Excellent organizational, analytical and interpersonal skills
Strong facilitation, problem solving, research, and decision making skills
Preferred
Fluent bilingual Spoken and Written Spanish
Company
F.N.B. Corporation
F.N.B. Corporation (NYSE: FNB) is a diversified financial services company headquartered in Pittsburgh, PA.
1001-5000 employees
H1B Sponsorship
F.N.B. Corporation has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (2)
2023 (3)
Funding
Current Stage
Public CompanyTotal Funding
$500M2024-12-04Post Ipo Debt· $500M
1986-09-12IPO
Leadership Team
Vincent Delie
CEO
Brian Mancos
Director of Human Resources and Corporate Services
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