CSC Quality Assurance Specialist

JOB SUMMARY:
This position is responsible for ensuring that an outstanding customer experience is delivered to each and every customer interaction. The CSC Quality Specialist is responsible for managing policy and procedure functions that impact our customers on a daily basis, as well as other regulatory and quality duties as assigned. Consistently gains the confidence and trust of others through honesty, integrity, and authenticity.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Quality Assurance (QA) Specialist duties mainly consist of ensuring that all external standards are observed before the final product reaches the customer. To this end, QA specialists are responsible for implementation of inspecting activities, detection of problem areas, and delivering quality inspection outcomes. In addition, they are in charge of planning and performing corrective actions if defects are found.

Responsibilities:

• Outline quality assurance policies and procedures
• Interpret and comply with quality assurance standards
• Make sure that quality assurance standards are adequate
• Create the procedures of sampling and guidelines for collection and reporting quality data
• Oversee the implementation and ensure efficiency of inspection and quality systems
• Plan, perform and oversee inspection and testing of products to ensure the quality deliverable
• Document quality assurance activities, such as internal audits
• Analyze customer grievances and other non-compliance issues
• Gather and organize statistical quality data and report to CSC leadership
• Inspect data to detect areas for improvement by segment teams
• Elaborate, recommend and oversee improvement actions
• Report on results of quality activities
• Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards
• Analyze audit outcomes and carry out appropriate corrective procedures
• Oversee risk management procedures
• Ensure ongoing abidance by industry regulatory and quality requirements
• Adhere to Seacoast Bank's Code of Conduct.

EDUCATION and/or EXPERIENCE:

• Candidate must have a flexible schedule in order to accommodate the demands of a 24/7 Contact Center.
• High School Diploma or GED required
• College degree (A.A. or A.S. or B.A. or similar) preferred or equivalent work experience.
• Must be proficient in usage of PC keyboard typing and Microsoft Office suite with the ability to learn other computer systems/programs quickly.
• 3+ years relevant experience and knowledge of regulatory requirements
• Experience in a related industry or with related products
• Fluent in a second language is desirable. Spanish, Portuguese or French is preferred.

The Statements above are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of responsibilities, duties, and skills. Because these statements are general, the job description is used for a variety of purposes including job evaluations; performance reviews; recruitment; etc. All Associates are required to adhere to the highest legal and ethical standards applicable to our industry. It is the policy of Seacoast Bank that all Associates will be familiar and compliant with all regulatory, legal, ethical and Bank risk mitigation requirements pertaining to both our industry and their individual roles. This includes the on time, successful completion of annual required training post-hire and effective execution of role responsibilities.