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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 (https://careers.ozk.com/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.

Knowledge, Skills & Abilities

+ Comprehensive knowledge of online banking software and call center policies and procedures.

+ Knowledge of card systems and imaging systems.

+ Comprehensive knowledge of quality monitoring tools, systems and technologies.

+ Ability to effectively communicate both verbally and in writing with cross-functional teams and senior leaders, including presenting to groups of various sizes.

+ Demonstrated ability to deliver clear, constructive feedback and effective coaching to support employee learning and performance.

+ Exceptional analytical and problem-solving skills with the ability to interpret data and make strategic recommendations.

+ Ability to work independently without close supervision.

+ Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.

+ Ability to develop and motivate staff to achieve team goals.

+ Ability to develop, interpret and provide staff guidance on bank policies and procedures while maintaining strict confidentiality and bank secrecy.

+ Ability to work flexible hours, including evenings and weekends when needed.

+ Skill in using computer and Microsoft Office, including Word, Excel, PowerPoint and Outlook.

Basic Qualifications

+ Bachelor’s degree or commensurate experience; required.

+ Minimum of three (3) years of work experience quality assurance within a call center environment, preferably in the banking or financial services sector, required.

+ Minimum of two (2) year of supervisory experience required.

+ Minimum of two (2) years of experience with Microsoft Word and Excel required.

+ Minimum of two (2) years’ experience working with core banking software (e.g., Fiserv Premier) and the applicable interfaces to a core banking software platform preferred.

Job Expectations

Job Expectations: O perate customary equipment and technology used in a business environment, with or without accommodation.

Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.

EEO Statement

Bank OZK is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC.