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Contact Center Quality Assurance Specialist

Contact Center Quality Assurance Specialist

Job ID 
Job Locations 
US-CA-San Diego
Job Type 
Regular Full-Time

More information about this job


BofI Federal Bank is one of the fastest growing banks in the nation. We are publicly traded (NASDAQ: BOFI), FDIC insured, and an Equal Housing Lender.


We rely on the collaborative creativity, intelligence, curiosity and innovation of our employees. We’re tech-savvy problem-solvers who are competitive and hungry for success.


Job Responsibilities:

  • Performs call/email/chat monitoring and provides feedback to agents on opportunities to improve performance, procedures, and customer experience
  • Make recommendations for policy and procedure changes based on quality monitoring trends and SOX related findings
  • Maintain current knowledge of updated products/services, and new training procedures to improve training methods and techniques
  • Participates in design of call monitoring formats and quality standards
  • Provides trend and actionable data to management team and training as needed
  • Performs all SOX related business unit audits
  • Assist and back-up with other duties, as assigned

Key Skill Sets or Knowledge Requirements:

  • Strong attention to detail
  • Solid analytical and problem solving skills and the use of good judgment
  • Ability to multi-task and manage competing priorities and workload/resources
  • Excellent interpersonal, facilitation, and relationship management skills
  • Results oriented, self-starter with ability to work independently with general direction
  • Resourcefulness and creativity in solving business problems

Desired Career Experience & Education Requirements:

  • Quality monitoring experience


  • Knowledge of banking operations and financial industry regulations
  • Compliance and/or audit experience
  • College degree


Job Functions & Work Environment:


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.


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.



Equal Employment Opportunity: 


BofI Federal Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex , gender identity and expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state and local laws. Candidates must possess authorization to work in the United States.