Customer Service, QA

Job description

Axos Bank Target Range: $21.00/Hr. - $24.00/Hr. Actual starting pay will vary based on factors including, but not limited to, geographic location, experience, skills, specialty, and education. Eligible for an Annual Discretionary Cash Bonus Target: 10% Eligible for an Annual Discretionary Restricted Stock Units Bonus Target: 10% These discretionary target bonuses may be awarded semi-annually based upon your achievement of performance goals and targets. About This Job: Axos is seeking a Call Center QA Specialist who will be responsible for monitoring and evaluating a subset of customer interactions to ensure interactions are aligned with business goals, standards and regulations. The QA Specialist will participate in identifying common customer issues, and help ensure standardized customer communication to enhance customer experience. Responsibilities: Qualifications: - Completes daily/weekly/monthly monitoring and evaluations of agent's customer call, chat, or email interactions. - Provides constructive feedback on each completed agent evaluations for improved agent performance. - Follows established internal quality standards and processes to evaluate agent performance. - Identifi...