Contact Center Banking - Quality Control Process Analyst

Company: First Horizon Bank
Location: Knoxville
Posted on: October 11, 2021

Job Description:

Position Overview: Process Analysts provide a comprehensive assessment of Contact Center Banking processes in an effort to identify gaps and potential risks; focusing on performance improvement and incident prevention. The primary job functions are composed of: designing and executing review plans, procedures and testing for Contact Center Banking, documenting testing performed and results achieved, creating and distributing reports to communicate potential issues while ensuring corrective action implemented satisfactorily addresses any issues noted, supporting implementation of new or updated processes by providing feedback on design and validation post rollout, and supporting new hire on-boarding.

Essential Duties and Responsibilities:
• Exercises a wide range of decision making control when presented with multi-faceted factors; ability to identify, resolve and escalate problems in collaboration with stakeholders
• Assists in the design of new and/or expanded reviews; conduct research as needed and perform testing of proposed procedures for Contact Center Banking to include but not limited to:
o New hire on-boarding
o Validation of new and/or modified procedures are working as designed post implementation
o Business Systems
o Third Party Vendors
o Merger and Acquisition activity
• Documents testing performed and results achieved
• Drafts reports to communicate potential issues/gaps in processes. Discuss findings with business line management; to include developing an action plan that will satisfactorily address any issues noted.
• Communicates and collaborates with Contact Center Banking partners to ensure necessary processes and/or procedures are documented to support action plans developed.
o Business Line Management
o Process Designers
o Procedure Developers
o Third Party Vendors
• Monitors and assists in the resolution of issues
• Professional, respectful and timely communications within working team, business line partners and cross functional departments.
• Maintains a commitment to continuous learning, developing knowledge, and skills to competently and efficiently execute assignments
• Assist supervisor/manager in maintaining an effective testing program:
o Identifies and reports testing that needs to be expanded to support business line updates
o Escalates gaps in processes as identified
o Recommendations to improve documented Policy and Procedures
o Recommendations of alternative approaches in testing that would promote “preventative” vs. “detective”.
• Ensures timely completion of testing while producing quality work; performs complex reviews with no/minimal guidance
• Participates/represents department in special projects as assigned
o Communicates progress and impact to future testing to team; ensuring planning for validation is included.

Education and/or Work Experience Requirements:
• Excellent verbal and written communication skills, including the ability to effectively communicate with internal customers
• Excellent computer proficiency (MS Office – Word, Excel and Outlook)
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary service
• Ability to work independently and to carry out assignments to completion within parameters of instructions given.
• Excellent organizational and customer service skills
• Experience/working knowledge of multiple business lines supported
• High School diploma required; degree preferred or equivalent experience/working knowledge of multiple business lines supported

Physical Requirements:
• Basic keyboarding or other repetitive motions
• Lifting/pushing objects
• Must be able to talk, listen and speak clearly on telephone
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
• Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standard, including meeting qualitative and/or quantitative productivity standards.

Keywords: First Horizon Bank, Knoxville , Contact Center Banking - Quality Control Process Analyst, Other , Knoxville, Tennessee