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JOB ID 22862 – Quality Assurance Manager, Call Center (CCM)

Location: Little Rock, AR 72223 – This position is onsite

Pay: $80,000 yearly

Type: Direct hire

Schedule:

Job description:

1. Develops, implements, and continuously enhances quality monitoring programs for call center customer interactions, ensuring alignment with bank policies, compliance standards, and industry best practices.
2. Leads, mentors, and supports a team of Risk and Quality Assurance Specialists through coaching, performance reviews, calibration sessions, and career development touchpoints.
3. Analyzes agent performance data, call evaluations, and risk-control metrics to identify trends, skill gaps, and improvement opportunities, delivering actionable insights to call center leadership.
4. Partners with cross-functional stakeholders to refine QA processes, tools, and technologies, and to execute strategic initiatives that elevate service quality and operational effectiveness.
5. Conducts coaching and training for agents and leaders, provides data-driven feedback, coordinates staffing/resource planning, and ensures ongoing compliance with regulatory and internal requirements.

Nice to have:

• Financial services sector

Requirements:

• Bachelor’s degree or equivalent experience
• Must have (2) years of experience with banking software
• Must have (2) years of recent leadership/supervisory experience
• Minimum of three (3) years of experience in quality assurance in a call center
• Must be MS Office proficient including MS Excel
• High school diploma or equivalent
• Background check required