Customer Experience Office - Quality Specialist III

Description

Position Summary

Credit One Bank is looking for a Quality Specialist to monitor customer interactions that may be in the form of calls, cases, emails, surveys, or AI generated summaries. The person in this role will capture, and summarize their observations. They may also review and validate observations or exceptions identified through other monitoring including manual and automated methods. The person in this role will be expected to identify and document process or execution gaps and recommend enhancement where applicable. The person is this role maybe be asked to assist other functions or support training needs as required based on their job knowledge.

Summary of Essential Job Functions

• Monitor calls and cases across operational functions and cardmember surveys. Conduct the research necessary to identify and locate monitor samples. Capture cardmember feedback and evaluate agent adherence to customer service standards, including regulations, policy, and soft skills. Review and validate exception reports and AI generated summaries. Support multiple functions as required throughout the month based on business needs. 
• Meet team productivity expectations and internal quality standards. Accurately enter detailed information on evaluations, logs, and tools used for quality reporting. Provide clear evaluation comments to support agent coaching and development. Identify AI misclassifications, model drift indicators, and inconsistent rule-based detections. Document AI performance trends and update logic if required. Maintain confidentiality and privacy of quality scores, data, and customer information.
• Participate in or facilitate weekly calibration sessions for internal and external partners to align on scoring expectations.
• Support training for Quality agents new to the department or learning new process. Support the learner through every step of the training framework following the "Tell-Show-Do-Review" model.
• Throughout the monitoring process, identify potential gaps in processes or execution that may impact business success, quality, or customer experience. Provide your leadership team with well-thought-out recommendations on how to mitigate gaps.
• Demonstrate regular and predictable attendance in adherence to company guidelines.
• Support requests for internal and external audits and control testing. 
• Understand and comply with internal and external policies, laws, and regulations.
• Consistently demonstrate the company's core values of excellence, ownership, collaboration, and integrity.
• Complete other duties as assigned. 

Position Requirements

• 2+ years of relevant experience in credit card operations and/or quality monitoring
• Strong analytical and problem‑solving skills with the ability to identify patterns and root causes.
• Expertise in one or more servicing disciplines such as Customer Service, Collections, Fraud, or Back Office
• Strong communication and problem-solving skills
• Proficiency in Word, Excel, and PowerPoint, and comfort navigating multiple digital platforms.
• Bachelor’s degree or equivalent experience in business or related field preferred
• Experience with AI Powered quality monitoring or speech analytics tools.

Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.