Quality Assurance Analyst

Location: Sioux Falls, SD
Shift: 8:00am-5:00pm, Monday-Friday
Job Status: Full-Time
Company: PREMIER Bankcard

*This position is full-time on-site in Sioux Falls, South Dakota.

About the Role

Quality Assurance (QA) ensures that the final product observes the company’s quality standards. These detail-oriented professionals are responsible for the development and implementation of inspection activities, the detection and resolution of problems, and the delivery of satisfactory outcomes of internal and external customers.

Job Duties and Responsibilities 

• Review and evaluate phone calls from Associates in the call center departments of Collections, Customer Service, New Customer Center, and Retention, to ensure the policies, procedures, State & Federal regulations are adhered to. While reviewing the call center associates calls
  • Document any regulatory errors, reputational risk, customer impacting issues, and any procedural errors identified.
  • Research previous interactions to determine the root cause of an error any time the customer mentions previous interactions where there was a problem, or something hasn’t been resolved.
  • Listen for customer experiences and ways to improve processes, system enhancements, associate empowerment, etc. If there is an opportunity for improvement, take appropriate action to escalate the opportunity to the Customer Experience Enhancement Team and Senior Leadership.
  • Validate an action has taken place if an associate promises something would be done. Additionally, if the associate should have taken an action on something and didn’t, work directly with the associates’ supervisor/manager to correct any account issues caused from an associate error.
• Review reporting from each area on completed QA evaluations. Look for consistency on scoring and confirm an Issues Identified document was sent to management to correct any errors made by the call center associate.
• Review a random sample of worked PREMIER Credit Protection (PCP) adjudications. 
  • Review adjudications for each Claim Processor and member of management to provide a quality score each month.
  • Review a random sample of outbound calls initiated by Claim Processors to customers that require follow-up action.
  • Work with the PCP Subject Matter Expert (SME) within Quality Assurance to ensure all reviews were completed correctly and make ad hoc corrections based on feedback provided from the PCP SME.
  • Work closely with the PCP SME and the PCP team to reach resolution when the scoring of an adjudication is called into question.
  • Complete a write-up and send to the manager of Claims Processing to be worked if immediate action is needed on an account.
• Submit recommendations to increase the customers experience when opportunities are identified.  Recommendations stem from system & process enhancements, associate empowerment, and issue resolution.
• Participate in Quality Calibration meetings with Collections, Customer Service, Retention, and New Customer Center to ensure consistency, resolve disputes, identify scoring issues, and validate trends.
  • Document highlights of the calibration meeting, outcome of the call monitor, discussion items, follow up items, etc. and send out the meeting notes to all participants and Senior Management once complete.
• Complete a quality sampling of non-call center departments including Correspondence, Security, Credit, Loss Prevention, Payment Research, Chargebacks, Dispute Review, Unauthorized Autodrafts, Collections Support, and Specialty Collections.
  • Document any regulatory errors, reputational risk, customer impacting issues, and any procedural errors identified.
  • Research prior interactions to determine the root cause of the error if at any time the customer mentioned previous interactions where there was a problem, or something hasn’t been resolved.
  • Look for customer experience opportunities and ways to improve the process, system enhancements, associate empowerment, etc. If there is an opportunity for improvement, take the appropriate action to escalate the opportunity to the Customer Experience Enhancement Team and Senior Leadership.
  • Contact management and work directly with the associate’s supervisor to correct any account issues if an associate promises something or should have taken an action but failed to do so.
  • Ensure if any PREMIER error caused a fee or impact to the customer, the appropriate actions are taken to correct said issue.
• Work Exception reports on a daily or weekly basis, depending on the report.
  • Review accounts that appear on an exception report to determine the reason it was listed
  • Work with management if an error occurred, to ensure the correct actions are taken
• Review existing procedures & updates for accuracy and consistency for all call center and non-call center departments. If something is inaccurate or wrong, submit the error to management to have it corrected.
• Support the management team by providing feedback regarding observations through the quality monitoring process.
• Remain current regarding Operational, Regulatory, and State requirements by participating in training programs.
  • Complete every training & quiz related to Regulatory matters and pass with a minimum score of 90%
  • Quality Assurance and Business Communications are the only departments required to take every Regulatory training and quiz for the company. We are required to pass every quiz and would need a minimum score of at least 90% or higher to be considered as passed. The list of quizzes can be found here:
  • Additional regulatory training is created by Quality Assurance management and is sent out to all staff. Staff are also required to take a quiz at the completion of the training and are required to receive a minimum score of 90% to pass.
• Participate in new hire mentoring when new Quality members join the team by providing side by side monitoring, job shadowing, sharing best practices, reviewing the new hire scored calls to ensure accuracy, etc.
• Maintain accuracy demonstrated through performance management, presentation, and documentation of errors identified
• Submit Help Desk Tickets when encountering system issues such as pc issues, Verint issues, etc.
  • Communicate issues to the Quality Assurance team and work with Help Desk to research issue resolution by submitting error examples, recreating steps that lead to the issue, etc.
• Review and approve or deny suggestions for Spanish Scripting. In some cases, write the scripting for the business units to use. (Bilingual Staff Only) Review Spanish IVR messages. (Bilingual Staff Only)
• Translate calls for Legal and Compliance. (Bilingual Staff Only)
• Develop measurement criteria to determine quality problems have been solved and monitor measurement standards developed to ensure corrective actions are permanent.
  • Categorize all risk errors for Collections, Customer Service, New Customer Center, and Retention.
  • Compile the top three risks and procedural errors and send to each respective department management team for feedback.
  • Report data and managements response to Quality Assurance Management to include in the monthly Operations Review meeting with Senior Management.
• Develop initial and subsequent modifications of continuous improvement program to outline areas of responsibility, personnel requirements, and operation procedures within program.
• Participate in improvement team meetings with all operational areas to assist with establishing or enhancing PREMIER’s policies and procedures.
  • Work with each operational area to coordinate functions and establish responsibilities for attaining company objectives.
  • Review policies and procedures of departments and recommend solutions to problems or changes in procedures.
• Review credit card publications, articles, and quizzes.
  • Attend seminars and webinars to stay abreast of operational and regulatory development.
• Review training materials, website/mobile app updates, scripting changes, etc.
  • Review all new hire training materials, new, special, or targeted materials for Collections, Customer Service, New Customer Center, and Retention. Review for changes made, updates to material, spelling and grammatical issues, and any regulatory concerns.
  • Review New Customer Center and Credit scripting material including call flows, questions and answers, and scripting tips for associates to follow and use.
  • Review & approve, or work with management on scripting changes, IVR message changes, and Website/Mobile app changes & updates.
• Monitor calls using the monitoring software programs.
  • Download Verint Recorded calls for Legal, Compliance, training, disputes, etc.
• Assist with UAT and Production testing.
  • Mobile app testing for new products and/or processes
  • Verint recordings, transcriptions, evaluations, and triggers
• Work Exception Reports.
• Research, investigate, and resolve matters of significance on behalf of management.
• Monitor 3 party collection agencies.
  • Document any regulatory errors, customer impacting issues, and any procedural errors identified.
  • Ensure, if any third-party agency error caused impact to the customer, the appropriate actions are taken to correct the issue by working with Specialty Collections Management.
• Participate in committees, as assigned by management.
• Investigate, review, and resolve matters of significance on behalf of management.
• Complete Quality presentation to new hire training classes, as requested. This would include items quality monitors for, and the specific regulations reviewed.
• Review all new and updated letters for: spelling, grammar, state & federal regulatory concerns, and inconsistency, etc.

Additional duties for this position include:

• Complete cradle to grave reviews on specific department processes outlined in the Review Project Plan. This includes:
  • Working with the department to understand the processes and the controls in place to reduce risk
  • Reviewing the procedures and processes that relate to the process being reviewed such as internal quality monitoring checks, exception reports, paperless referral queues, letters, and functional design documents, etc. that pertain to the process.
  • Submitting user stories to capture all possibilities that may pose a risk or concern to the process being reviewed, then completing account level analysis
  • Compiling all data to identify any cost savings, additional revenue opportunities, compliance concerns, service, and customer impact, and then sending all mentioned findings to the impacted departments to allow for them to review and address.
  • Gathering approvals from all impacted parties, and presenting the findings with all predetermined parties, including Senior Management.
• Meet with operation areas to obtain information related to their established quality standards.
• Develop, review, maintain, and distribute reports to management.
• Review samples for federal requests prior to federal review.
• Participate in planning long or short-term business objectives.
• Provide consultation or expert advice to management.
• Participate in project teams to determine root cause of quality issues.
  • Review all customer enhancement experiences. Work with the submitter for clarification or additional information.
  • Log and track all items.
  • Conduct weekly meetings with Task Force members.
  • Follow Up on Open and Pending recommendations. Report updates to Senior Leadership.
• Recommend alternative methods and procedures in solving problems and meeting changing market opportunities.
• Recommend solutions to quality problems and implement permanent corrective action procedures to ensure problems, once solved, do not return.
• Manage internal spreadsheets and tracking logs.
  • Maintain a master list of all call center associates available for monitoring, and associates not available for monitoring due to NLE, LOA, transfer, call support, or extended vacation, etc.
  • Work Help Desk Tickets for submitted changes.
  • Process name change updates.
  • Complete mid-month and call completed month end emails, both to the Quality team and department liaisons
  • Complete Org chart changes to set up the next month’s available call monitors.
  • Distribute and assign the appropriate number of calls per each new hire call center associate to QA.
  • Distribute and assign the number of risk-based monitors to complete the next month.
• Complete Planview Projects:
  • Contact assigned project manager to obtain details of project and determine what, if anything, Quality’s involvement should be.
  • Attend meetings.
  • Complete validation post implementation/completion of the project to ensure the process is working as designed.
  • Complete a summary of the projects scope and what QA tested along with any identified concerns or findings.
• Complete user story submissions
• Assist with audits.
  • Answer any questions from Compliance, Audit, or the Fed’s.
  • Provide any QA completed sampling to Compliance, Audit, or the Fed’s.
• Review all data received from MIS prior to submission to the Fed on targeted exams. Issue Management related duties such as: approving the waterfall documents, validating correct accounts were identified, validating letters, fee credits, account noting, and proper refunds were issued, attending all requested daily/weekly/monthly meetings.

Skills and Qualifications

• Two+ years of credit card industry experience is preferred; a minimum of one year experience is required.
• A minimum of one year of Quality Assurance experience is required. 
• Knowledge of Microsoft Word and Excel, as well as monitoring software systems is required.
• Having the ability to manage aggressive goals and organizational projects is preferred.
• A bachelor’s degree in business administration or related field is preferred.

Competitive Benefits Package

• Full medical benefits when working 20+ hours per week
• Traditional and High Deductible health plan options available
• FREE dental and vision coverage
• Generous Paid Time Off plans
• 401(k) – dollar-for-dollar match up to 5% of total compensation
• Special discounts and offers for events at the Denny Sanford PREMIER Center
• PREMIER Wellness Program
• Paid Community Volunteer Hours – PREMIER averages 30,000 hours per year
• Fun Employee Parties

Our Culture

• Emphasis on personal success, respect, health, wellness, fun and giving back
• Employees are rewarded, valued, and celebrated for hard work
• Various Career advancement opportunities and growth
• Appreciation is shown through concerts, outdoor bashes, cash, car giveaways and more