Quality Assurance Specialist

Company Overview Credit First National Association is a private label credit card bank and the consumer credit division of Bridgestone Americas. The Bridgestone Americas family of enterprises, including CFNA, is comprised of more than 50 production facilities and 55K employees throughout the Americas. We provide the consumer credit solution for the Firestone Complete Auto Care, Tires Plus, and Wheel Works brands, in addition to customized retail credit services for more than 8,000 other tire and automotive retailers nationwide. At our office in Cleveland, OH, more than 300 professionals gather each day to run a successful private label credit card program. We invest in our community and strongly believe that meaningful commitment to a wide variety of philanthropic organizations builds a better world and a brand that makes us proud. Job Category Contact Center & Customer Service Operations Position Summary The Quality Assurance team is responsible for monitoring activity (calls, emails, correspondence, and processes) for the Recovery/Collections, Customer Service, Authorization Merchant, Credit Investigations, Correspondence, and Fraud Departments to ensure adherence to internal procedures and compliance policies. QA Specialists review and log all activity reviews and call monitors for individual teammate quality performance reporting in accordance with both CFNA company procedures and applicable federal / state regulations including TCPA, TILA, FCRA, and FDCPA. The QA Specialist completes reviews for assigned individuals, summarizes results on scorecards, participates in meetings with the internal customer department supervisors to review results and training opportunities, and provides emerging trend information to the leadership team. Responsibilities Monitoring and scoring inbound and outbound customer call recordings Auditing and scoring select email and correspondence activity Auditing and scoring various aspects of pended credit applications Compiling and tracking performance at an individual and team level Providing feedback, analysis trends, and monthly performance to leadership team Offering recommendations to improve service quality Actively participating in call and activity calibration sessions Learning new business channels to audit and monitor Minimum Qualifications Working knowledge of Microsoft Office, Excel, Word, PowerPoint, TEAMS, and Outlook. Use of SharePoint for research and problem solving. Demonstrates understanding and strict adherence to internal policies supporting bank regulations Ability to proficiently complete all required activities in concert with SLAs Strong communication and organizational skills with the ability to track all communications Ability to build strong sense of teamwork and/or work autonomously Ability to analyze data and make recommendations for improvement Required: High School Diploma with 2 years work experience in an office environment Preferred: Customer Service, Fraud, Credit Applications & Investigations or Collections experience. Bi-lingual (Spanish) a plus. Shift: Monday- Friday 8:00am-4:30pm, Flexibility Available & Potential Hybrid Option Required Training schedule: 8:00 a.m. – 4:30 p.m. Monday – Friday (1-3 weeks) Teammate Discount Program: Bridgestone/Firestone Brand Tires and Automotive Service Bridgestone is proud to be an Equal Employment Opportunity / Affirmative Action employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law. Employment Eligibility If hired, a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment. Based in Nashville Tennessee, Bridgestone Americas, Inc. is the U.S. subsidiary of Bridgestone Corporation, the world’s largest tire and rubber company. Bridgestone Americas and its subsidiaries develop, manufacture and market a wide range of Bridgestone, Firestone and associate brand tires to address the needs of a broad range of customers, including consumers, automotive and commercial vehicle original equipment manufacturers, and those in the agricultural, forestry and mining industries. The companies are also engaged in retreading operations throughout the Western Hemisphere and produce air springs, roofing materials, and industrial fibers and textiles. The Bridgestone Americas family of companies also operates the world’s largest chain of automotive tire and service centers. Guided by its global corporate social responsibility (CSR), commitment Our Way to Serve, Bridgestone embraces its responsibility as a global leader by striving to improve the way people move, live, work and play.