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Title

Quality Control Coordinator 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
 
Description

Job Title: Quality Control Coordinator
Reports to: Human Resources Officer
FLSA Status: Non-Exempt
Salary Grade: NE12
Supervisory Responsibility: No

SUMMARY:

The Quality Control Coordinator visits or calls branch locations, posing as an ordinary customer, and provides detailed evaluations of their experiences in the form of written reports and questionnaires.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned by supervisor and/or Trustco Bank's Board of Directors.

  • Evaluates and reports on customer service performance of the transaction processed at the teller line.
  • Evaluates and reports on customer service and sales performance of platform employees in the branch both in person and over the phone.
  • Evaluates and reports on the staff appearance and the internal and external appearance of branch.
  • Observes and reports on hundreds of Customer Service Department phone calls.
  • Contacts internal departments to ensure that the three ring policy is being adhered to.
  • Contacts thirty new account customers each month to evaluate their experiences.
  • Produces monthly reporting package of all shop results.

POSITION TYPE/EXPECTED HOURS:

This is a full-time position. Office hours vary Monday - Saturday. Evening and weekend work may be required as job duties demand.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

AFFIRMATIVE ACTION PLAN/EQUAL EMPLOYMENT OPPORTUNITY STATEMENT:

Trustco Bank is an equal opportunity/affirmative action employer. It is the policy of Trustco Bank to take affirmative action in affording equal employment opportunities to all qualified persons without regard to race, color, religion, sex, national origin, age, marital status, genetic information, disability or protected veteran status.

This includes, but is not limited to, the following:

• Hiring, placement, upgrading, transfer, demotion or promotion
• Recruitment, advertising or solicitation for employment
• Treatment during employment
• Rates of pay or other forms of compensation
• Selection for training, including apprenticeship
• Layoff or termination

It is the policy of Trustco Bank to cooperate to the fullest extent with the applicable regulations of the Civil Rights Act and any legislation on Equal Employment Opportunity.

 
Position Requirements

REQUIRED EDUCATION/EXPERIENCE:

  • High School Diploma or equivalent education or experience.
  • Effective verbal and written communication skills.
  • Well organized with the ability to manage multiple tasks and work to time sensitive deadlines.
  • Ability to work well independently and in groups.
  • Working knowledge with Microsoft Office Programs; Excel and Word.

PREFERRED EDUCATION/EXPERIENCE:

  • A bachelor’s degree in business related field.

TRAVEL:

Majority (55%) of working hours are spent traveling to locations throughout the branch network. Travel using personal vehicle, regular overnight travel. Valid and clean driver’s license required.

LANGUAGE SKILLS:

Must be able to speak, read, write, and understand the primary language(s) used in the workplace; bilingual skills a plus. Ability to read, analyze, and interpret general business information, including but not limited to company policies and procedures. Ability to effectively present information and respond to questions from groups of managers and customers.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • This is largely sedentary role, requiring use of typical office equipment such as a computer, laptop and phone.
  • Ability to communicate both in person and/or by telephone.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

For the most part, ambient room temperatures, lighting and traditional equipment as found in a typical office / retail environment.

 
Full-Time/Part-Time Full-Time  
Position Quality Control  
Location Albany - Metro Park Road  
About the Organization Trustco Bank is locally famous for its friendly, Home Town atmosphere. We believe that our employees make our reputation. We know that our employees are one of our greatest assets, and we think you'll agree after reading about the many benefits that we provide to our staff!  

This position is currently accepting applications.

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