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GENERAL FUNCTION: Responsible for conducting Quality Programs, including Call Monitoring, interaction with operational/Vendor management, and process improvement for the supported.. departments/vendors. Supports the management of vendor on-boarding, measurement, and recertification. Develops and maintains reporting that validates vendor performance alignment with the stated guidelines and controls as outlined in contractual terms. Works in conjunction with impacted parties to resolve projects or performance issues and ensures solution requirements are met. Transforms data into business intelligence by developing and presenting information and insights to stakeholders.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Performs call monitors for vendors.

• Supports development of monitoring plans for critical vendors, and review monitoring plans for all other vendors.

• Gathers, analyzes, aggregates, and reports on risk data to develop solutions to analytical, implementation, and/or execution issues.

• Prepares status reports and presentations to keep all levels of management and internal partners abreast of key milestones, alternatives, and potential risks.

• Provides analytics for Internal Working Groups for critical vendors, periodic business reviews quarterly business reviews, and monthly performance meetings.

• In conjunction with the Vendor Relationship Manager, proactively identifies, manages, and communicates issues and risks, escalating as appropriate through management.

• Participates in contract renewals in partnership with Sourcing and LOB to ensure that contractual terms are in alignment with the needs of the business.

• Successfully executes reporting and analytics and analyzes data to make proactive recommendations/solutions to drive and enhance vendor/departmental performance.

• Documents, evaluates, and improves design of reports and processes to ensure that analytical tools evolve as the business changes and escalates problems of a more complex nature to upper-level management for resolution.

• Develops trend analyses and other quantitative reports to determine business trends and partners with leaders to further analyze data and develop recommendations for improvement.

• Business intelligence (i.e. key performance indicators, executive dashboards, reporting, etc.).

• Establishes, fosters and maintains working relationships with peers and management within Bancorp, lines of business, Affiliate partners, Vendors and other key stakeholders.

• Maintains, updates and creates quality processes and procedures documents as needed.

• Partners with Quality Manager to build business relationships with Risk Management and external Vendors to perform call monitors, including participating in vendor calibration sessions.

• Participates in activities that ensure calibration of the quality monitoring program.

• Works with offshore personnel on issues and dispute resolutions and provides training to offshore personnel as needed.

SUPERVISORY RESPONSIBILITIES: Provides guidance to less experienced or offshore staff, but no direct supervisory responsibilities

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High School Diploma or equivalent required. Bachelor's Degree or equivalent experience preferred.

• Minimum of 5 years Call Center or related business experience required.

• Must be analytical and possess ability to interpret and apply policies and regulations across a complex business.

• Excellent written and verbal skills.

• Ability and willingness to share product knowledge with co-workers.

• Strong presentation skills and the ability to present data to all levels of the organization.

• Excellent attention to detail.

• Strong customer service skills.

• Must identify opportunities and take action to build trusting strategic internal and external relationships and networks.

• Previous PC experience required, including Word, Excel, and PowerPoint.

• Ability to handle multiple tasks.

• Must be self-motivated and have an ability to work with minimal supervision.

• Commitment to teamwork and be approachable, collaborative, and have the ability to influence others through interpersonal skills, thrive in a fast-paced environment and be comfortable quickly shifting priorities on short notice.

• Commitment to quality work both personally and through the performance of the team.

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Vendor Quality Specialist

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner. 

LOCATION -- Cincinnati, Ohio 45227

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting.  Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third.  Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.