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.

Position Summary

The Quality Assurance team is responsible for monitoring activity (calls, emails, correspondence, and processes) for the Collections, Customer Service, Merchant, Credit Investigations, Correspondence, and Fraud Departments to ensure adherence to internal procedures and compliance policies.

This teammate will report to the CFNA Quality Assurance and Training Team and support the business needs of the Credit Operation Support Team.

Call Quality Assurance Specialist reviews and logs 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. They also complete 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.

ResponsibilitiesMonitoring and scoring inbound and outbound customer call recordings including all aspects of real-time Speech IQ implementation and auditingAuditing and scoring select email and correspondence activityAuditing and scoring various aspects of pended credit applicationsCompiling and tracking performance at an individual and team levelProviding feedback, analysis trends, and monthly performance to leadership teamSubmitting process improvements to Operations LeadershipActively leading and participating in call and activity calibration sessions as assignedAttending Operations Team Meeting, Huddles, and Teammate Coaching Meetings as applicableLeading Teammate Coaching Sessions with Operations Leadership as applicableLearning new business channels to audit and monitorEducating New Hire Teammates on the purpose of Quality Assurance Leading quarterly Business Review meetings with Quality Assurance SupervisorSupporting Operations Teams Business NeedsAssisting Supervisors with new-hire training and coaching as neededSupporting Credit Operations support business needsSupporting the development of the AI Speech IQ productMaintaining real-time reporting dataOther assigned duties as neededWorking 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 regulationsAbility to proficiently complete all required activities in concert with SLAsStrong communication and organizational skills with the ability to track all communicationsAbility to build strong sense of teamwork and/or work autonomouslyAbility to analyze data and make recommendations for improvementRequired: High School Diploma with 2 years of financial servicesPreferred: Call Center- Call Quality Assurance, Customer Service, Fraud, Credit Applications & Investigations or Collections experience.Bi-lingual (Spanish) a plus.Work Shifts Schedules: 8:00 a.m. – 4:30 p.m. – Shift is subject to change due to business needs

Weekly Hours: 40 hours, Full-time – Overtime may be required due to business needs

Pay Rate Type: Hourly

Location: Full on-site in Brook Park, Ohio

Benefits: Medical, Dental, Vision, 401(k), Life Insurance, Pet Insurance, PTO, Referral Payment, Tire and Automotive Services Discounts, On-site Fitness Center and Café.

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.