The Quality Assurance Specialist plays a pivotal role in enhancing service quality and customer satisfaction. This position involves overseeing daily operations related to service level agreements, customer complaints, and quality assurance. This role is designed for a dynamic leader who excels in a fast-paced environment and is committed to elevating the customer experience through meticulous quality assurance practices. If you have a passion for excellence and a track record of driving continu... more details
Axos Bank
Target Range:
$57,799.90 - $78,199.86
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
The Quality Assurance Specialist plays a pivotal role in enhancing service quality and customer satisfaction. This position involves overseeing daily operations related to service level agreements, customer complaints, and quality assurance. This role is designed for a dynamic leader who excels in a fast-paced environment and is committed to elevating the customer experience through meticulous quality assurance practices. If you have a passion for excellence and a track record of driving continuous improvement, we encourage you to apply.
Responsibilities:
- Ensure the highest level of compliance to regulatory, Bank and departmental guidelines and requirements
- Review and refine account servicing processes throughout their lifecycle
- Analyze departmental controls for effectiveness, recommending improvements where necessary
- Identify and resolve process gaps to reduce losses from operational errors
- Monitor communication channels, providing constructive feedback to enhance procedures, service delivery, and customer experience
- Create clear and comprehensive training materials based on thorough research and conduct staff training sessions, as required
- Leverage industry insights, current events/trends, customer feedback, and company objectives to drive efficiency and quality control
- Maintain brand and tone consistency across all communication and service channels
- Evaluate key performance indicators (KPIs) and propose actionable enhancements
- Efficiently manage multiple concurrent projects, adapting to changing priorities
- Complete research and draft thoughtful, solution-oriented responses to customer complaints
- Generate reports and analyze data to improve customer experience and quality strategies
- Suggest updates to policies and procedures, reflecting trends in quality assurance and customer service
- Stay informed on new products, services, and training methodologies
- Contribute to the development of service level monitoring standards
- Provide support for various duties, as assigned
Requirements:
- Bachelor’s degree or equivalent
- 5+ years of banking background
- 2+ years of leadership experience
- Exceptional attention to detail and analytical prowess
- Strong multitasking abilities, managing competing and diverse tasks and resources effectively
- Outstanding interpersonal skills, with a knack for fostering relationships
- Proactive and results-driven self-starter capable of working independently with general direction
- Creative problem solving-skills, with a resourceful approach to business challenges
- Compliance and/or audit experience
- Banking operations and financial industry regulations knowledge
- Proficiency in customer service principles
Axos Employee Benefits May Include:
Medical, Dental, Vision, and Life Insurance
Paid Sick Leave, 3 weeks’ Vacation, and Holidays (about 11 a year)
HSA or FSA account and other voluntary benefits
401(k) Retirement Saving Plan with Employer Match Program and 529 Savings Plan
Employee Mortgage Loan Program and free access to an Axos Bank Account with Self-Directed Trading
About Axos
Born digital-first, Axos delivers financial tools and services that allow individuals, small businesses, and companies to access and manage their money how, when, and where they want. We’re a diverse team of dynamic, insightful, and independent innovators who are excited to provide technology-driven solutions that offer unbeatable value to our customers.
Axos Financial is our holding company and is publicly traded on the New York Stock Exchange under the symbol "AX" (NYSE: AX).
Learn more about working at Axos
Pre-Employment Background Check and Drug Test:
All offers are contingent upon the candidate successfully passing a credit check, criminal background check, and pre-employment drug screening, which includes screening for marijuana. Axos Bank is a federally regulated banking institution. At the federal level, marijuana is an illegal schedule 1 drug; therefore, we will not employ any person who tests positive for marijuana, regardless of state legalization.
Equal Employment Opportunity:
Axos is an Equal Opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state, and local laws.
Job Functions and Work Environment:
While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.
The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
