Quality Assurance Manager, Call Center

Why Bank OZK Founded on a legacy of more than 120 years in banking, Bank OZK is much more than just a company. We’re nationally recognized as an industry leader in financial services. That means we combine exceptional service with innovative technologies to deliver smart solutions to our clients across the country. We’re investing in small businesses, fueling economies in local communities and changing skylines in the largest cities across America. Here, we're not simply filling roles. We're fostering even greater careers.   The foundation for a great career starts with an exceptional team and a comprehensive benefits package. We believe in providing our dedicated team members with the best resources to support their physical, mental and financial wellbeing, including generous PTO, 401(k) matching, health, dental, vision (and pet!) insurance as well as special perks and discounts. Learn more about Bank OZK  benefits .   Job Purpose & Scope The Quality Assurance (QA) Manager is responsible for developing, implementing, and refining quality monitoring programs in our Bank’s call center locations to ensure our customer service aligns with the highest industry standards. Leads a team of Risk and Quality Assurance Specialists whose duties include analyzing performance metrics, evaluating agent interactions, and implementing training and feedback initiatives to enhance service quality. Provides data-driven, actionable insights to both leadership and agents, aiming to boost customer satisfaction and ensure compliance with Bank policies.                Essential Job Functions Designs, implements, and refines programs to evaluate and improve the quality of customer interactions.  Partners with peers and stakeholders to continuously evaluate and improve quality assurance processes, tools, and technology – staying up to date on industry trends and identifying areas where innovation is available and necessary. Oversees and mentors a team of Risk and Quality Assurance Specialists, fostering a culture of continuous improvement and accountability.  Evaluates agent calls, processes performance data, and Operational Risk Control Statements to identify trends, training needs, and areas for improvement, making recommendations for improvement to Customer Care leadership and working with call center managers to implement and execute.  Conducts one-on-one coaching and group training sessions to address skill gaps and reinforce best practices among agents, as needed.  Delivers detailed, data-driven feedback to agents and leaders, focusing on enhancing service quality and ensuring adherence to policies and compliance standards. Ensures all customer interactions comply with internal policies and regulatory requirements, mitigating potential business risks. Facilitates routine calibration meetings to align team objectives, address concerns, and share insights on call center performance and quality trends. Leads monthly touch base meetings with specialists to discuss performance, provide feedback and observations, and explore career interests and development goals.  Provides ongoing support, coaching, and feedback to specialists to improve performance and adherence to policies and procedures through reoccurring side-by-side call evaluation. Leads monthly touch base meetings with agents and assistant managers to discuss performance, provide feedback and observations, and explore career interests and development goals.  Organizes and plans implementation of strategic initiatives provided by senior call center management. Conducts resource planning by monitoring KPIs, staffing levels, and coordinating staff scheduling to meet business needs. Regularly exercises discretion and judgment in the performance of essential job functions. Maintains good punctuality and attendance to work. Follows Bank policy, procedures and guidelines.     Knowledge, Skills & Abilities Comprehensive knowledge of online banking software and call