Senior Associate, Contact Center Quality & Training

Webster Bank•Southington, CT

2d•$26 - $30

About The Position

The Senior Quality Associate will monitor Contact Center interactions and service requests to analyze and evaluate client service skills against established quality metrics, including but not limited to call process measurements, accuracy of the information, effective call management, identify corrective measures and demonstrated professionalism. Assist in analyzing deficiencies in service or performance and recommend service improvements to address issues. The Senior Quality Associate will support with coaching expectations, must exhibit subject matter expertise and knowledge for evaluating calls, chats, and emails, testing new products and services. Monitor and score interactions between clients and colleagues to ensure compliance with Webster/HSA procedures and legal regulations with a focus on the Client Experience.

Requirements

Extensive practical knowledge of MS Office tools (Excel, Word, PowerPoint)
Strong critical thinking skills and a strategic mindset
Customer-focused, results oriented; team building skills; self-motivated; collaborative; ability to oversee projects and meet deadlines.
Proficient in MS office and Workday Learning
Excellent organization, presentation, and communication skills.
Ability to interact with all levels of staff, including senior management.
Leadership, coaching and performance management skills.
Strategically focused to support business requirements.
General knowledge of banking laws and regulations preferred.
Excellent written and verbal communication skills.
Demonstrated ability to develop and foster strong internal/external relationships with various levels within the organization.
Flexible in adapting to constantly changing priorities.
Decisive; extremely accurate and detail-oriented
Self-motivated, reliable, and well organized
client support experience in a high-volume Contact Center with 2+ years of experience in a Quality Assurance role
Experience measuring employee performance including coaching to call center metrics
Demonstrated experience using eLearning development tools such as Articulate Storyline, Rise, Adobe Captivate, Zenerate or similar authoring tools

Responsibilities

Rate calls and processes according to pre-defined criteria and record results for reporting purposes.
Document quality issues and performance measures, analyze results and recurring trends and provide feedback to colleagues and managers.
Assist with tracking progress of quality team members, works with Manager to recommend action plans for colleagues who are not meeting established standards.
Contribute to continuous improvement principles by actively participating in group discussions and calibration sessions, identifying issues/potential solutions, participating in root cause problem solving sessions and recommending improvements to work procedures and other process tools/templates.
Complete all assigned tasks within the appropriate timeframes.
Balance multiple priorities throughout the day to ensure the best experience for our clients and colleagues.
Demonstrate flexibility working with internal contact center partners for coaching needs.
Support the achievement of high services standards to attain contact center CSAT/Quality scores.
Score using active listening and client engagement methods in conjunction with appropriate systems and tools.
Maintain, and apply quality assurance processes, procedures, formats, quality standards and corrective actions.
Analyze deficiencies in service or performance and recommend service improvements to address issues.
Identify opportunities to achieve client operational excellence through feedback and engagement.
May support training sessions.
Remain knowledgeable on products, services, and processes by keeping up to date on training materials and procedure documentation.
Assist in tracking trends and making recommendations for refresher and/or update-training.
Follow all standardized workflows and procedures.
Support contact center initiatives and programs as needed.
Enhances the learning experience through design of learning activities, assignments, and assessments to engage learners so they retain knowledge and skills.
Ensures all materials are prepared and formatted for accessibility in the Learning Management System.
Utilizes adult learning theory principles.
Other duties as assigned