Quality Assurance Specialist

Company Overview

Credit First National Association is a private label credit card bank and the consumer credit division of Bridgestone Americas. The Bridgestone Americas family of enterprises, including CFNA, is comprised of more than 50 production facilities and 55K employees throughout the Americas. We provide the consumer credit solution for the Firestone Complete Auto Care, Tires Plus, and Wheel Works brands, in addition to customized retail credit services for more than 8,000 other tire and automotive retailers nationwide. At our office in Cleveland, OH, more than 300 professionals gather each day to run a successful private label credit card program. We invest in our community and strongly believe that meaningful commitment to a wide variety of philanthropic organizations builds a better world and a brand that makes us proud.

Job Category

Customer Support

Position Summary

The Quality Assurance team is responsible for monitoring activity (calls, emails, correspondence, and processes) for the Collections, Customer Service, Merchant, Credit Investigations, Correspondence, and Fraud Departments to ensure adherence to internal procedures and compliance policies.

This teammate will report to the CFNA Quality Assurance and Training Team and support the business needs of the Credit Operation Support Team.

Call Quality Assurance Specialist reviews and logs all activity reviews and call monitors for individual teammate quality performance reporting in accordance with both CFNA company procedures and applicable federal/state regulations including TCPA, TILA, FCRA, and FDCPA. They also complete reviews for assigned individuals, summarizes results on scorecards, participates in meetings with the internal customer department supervisors to review results and training opportunities, and provides emerging trend information to the leadership team.

Responsibilities

Monitoring and scoring inbound and outbound customer call recordings including all aspects of real-time Speech IQ implementation and auditing

Auditing and scoring select email and correspondence activity

Auditing and scoring various aspects of pended credit applications

Compiling and tracking performance at an individual and team level

Providing feedback, analysis trends, and monthly performance to leadership team

Submitting process improvements to Operations Leadership

Actively leading and participating in call and activity calibration sessions as assigned

Attending Operations Team Meeting, Huddles, and Teammate Coaching Meetings as applicable

Leading Teammate Coaching Sessions with Operations Leadership as applicable

Learning new business channels to audit and monitor

Educating New Hire Teammates on the purpose of Quality Assurance

Leading quarterly Business Review meetings with Quality Assurance Supervisor

Supporting Operations Teams Business Needs

Assisting Supervisors with new-hire training and coaching as needed

Supporting Credit Operations support business needs

Supporting the development of the AI Speech IQ product

Maintaining real-time reporting data

Other assigned duties as needed

Minimum Qualifications

Working knowledge of Microsoft Office, Excel, Word, PowerPoint, TEAMS, and Outlook.

Use of SharePoint for research and problem solving.

Demonstrates understanding and strict adherence to internal policies supporting bank regulations

Ability to proficiently complete all required activities in concert with SLAs

Strong communication and organizational skills with the ability to track all communications

Ability to build strong sense of teamwork and/or work autonomously

Ability to analyze data and make recommendations for improvement

Required : High School Diploma with 2 years of financial services

Preferred : Call Center- Call Quality Assurance, Customer Service, Fraud, Credit Applications & Investigations or Collections experience.

Bi-lingual (Spanish) a plus.

Wo rk Shifts Schedules: 8:00 a.m. - 4:30 p.m. - Shift is subject to change due to business needs

Weekly Hours: 40 hours, Full-time - Overtime may be required due to business needs

Pay Rate Type : Hourly

Location : Full on-site in Brook Park, Ohio

Benefits : Medical, Dental, Vision, 401(k), Life Insurance, Pet Insurance, PTO, Referral Payment, Tire and Automotive Services Discounts, On-site Fitness Center and Café.

What we offer

At Bridgestone, what really matters is to foster co-creation opportunities and empowering you to be creative and curious to make mobility safer, more efficient, and more sustainable for future generations. Whatever role you fill, when you represent Bridgestone, you are a valued teammate, and part of our larger mission to "Serve Society with Superior Quality", for that, we offer you more than just a competitive compensation; we will provide you:

• A supportive and engaging onboarding experience to ensure a smooth transition into our team.

• The opportunity to develop and grow, through training and regular mentorship.

• Corporate Social Responsibility activities.

• A truly global, dynamic and challenging work environment.

• Agility and work/life effectiveness and your long-term well-being.

• A diverse and inclusive team.

Bridgestone is proud to be an Equal Employment Opportunity / Affirmative Action employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.

Employment Eligibility

If hired, a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment.