Description
The Associate, Retail Channels (Quality) evaluates and improves contact center performance at Oriental in a hybrid San Juan, Puerto Rico role. The position audits calls and high-risk transactions for quality, compliance, accuracy, customer experience, and policy adherence; analyzes trends and metrics; provides feedback and coaching; identifies training and process-improvement opportunities; monitors staff schedules and system issues; and escalates risks and operational concerns. It requires a bachelor's degree in Business Administration or a related field, at least two years of relevant call center experience, Microsoft Office and reporting-system proficiency, banking knowledge, strong communication skills, and written and verbal fluency in English and Spanish.
