Contact Center Quality Analyst

Wintrust•Rosemont, IL

About The Position

The Contact Center Quality Analyst monitors overall performance expectations for front-line and management staff and ensures adherence to contact center procedures. This specialized role focuses on the quality and efficiency of customer interactions, helping maintain customer satisfaction, improve agent performance, and ensure compliance with established standards and procedures. The role collaborates with management and contact center staff and includes training incoming Digital Support employees in a classroom setting.

Requirements

1–3 years of contact center or banking experience.
Well organized.
Excellent telephone, computer, written, and oral communication skills.

Responsibilities

Review call surveys and repeat-caller reporting, and provide feedback to representatives and managers to help improve processes, call handle times, and customer interactions.
Analyze contact center policies and procedures to evaluate customer interactions, identify opportunities, and recognize patterns and challenges.
Conduct internal and external performance audits.
Work with management and Contact Center staff to create a consistent, positive customer experience through new-hire and refresher training.
Train incoming Digital Support employees in a classroom setting.

Benefits

Competitive pay and eligibility for an annual discretionary bonus.
Medical insurance.
Dental insurance.
Vision insurance.
Life insurance.
Accidental death and dismemberment coverage.
Short-term and long-term disability insurance.
Parental leave.
Employee Assistance Program (EAP).
Traditional and Roth 401(k) with company match.
Flexible Spending Account (FSA).
Employee Stock Purchase Plan at a 5% discount.
Critical illness insurance.
Accident insurance.
Transportation and commuting benefits.
Banking benefits.
Pet insurance.
Tuition reimbursement.
Family-friendly work hours.
Career growth and development opportunities, with a promote-from-within culture.