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Quality Control Coordinator

Company: Trustco Bank
Location: Orlando
Posted on: November 22, 2021

Job Description:

EEO Statement: We 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.

Job Title: Quality Control Coordinator

Reports to: Human Resources Assistant Vice President

FLSA Status: Non-Exempt

Salary Grade: NE12

Supervisory Responsibility: No


The Quality Control Coordinator conducts and analyzes various surveys for the bank. The Coordinator also visits or calls branch locations, 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.

Conducts new account customers surveys each month to evaluate their experiences.

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 Customer Service Department phone calls.

Contacts internal departments to ensure that policies are being adhered to.

Produces monthly reporting package of all shop results.


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.


A bachelor's degree in business related field.


This is a full-time position. Office hours Monday - Friday 8:30am - 5:00pm. Evening and weekend work may be required as job duties demand.


30% 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.


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.


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.


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.


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.


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.

Keywords: Trustco Bank, Orlando , Quality Control Coordinator, Other , Orlando, Florida

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