Senior Associate, Contact Center Quality & Training

About the Role

As a Senior Quality Associate, you will monitor Contact Center interactions and service requests to analyze and evaluate client service skills against established quality metrics. This includes call process measurements, accuracy of information, effective call management, identifying corrective measures, and demonstrated professionalism. You will assist in analyzing deficiencies in service or performance and recommend service improvements to address issues.

The role involves supporting coaching expectations, exhibiting subject matter expertise for evaluating calls, chats, and emails, testing new products and services, and ensuring compliance with Webster/HSA procedures and legal regulations with a focus on the Client Experience.

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 and work with the Manager to recommend action plans for colleagues not meeting established standards.
• Contribute to continuous improvement principles by actively participating in group discussions, calibration sessions, identifying issues/potential solutions, and recommending improvements to work procedures and process tools/templates.
• Complete all assigned tasks within appropriate timeframes.
• Balance multiple priorities throughout the day to ensure the best experience for clients and colleagues.
• Demonstrate flexibility working with internal contact center partners for coaching needs.
• Support the achievement of high service 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.
• Enhance the learning experience through design of learning activities, assignments, and assessments to engage learners so they retain knowledge and skills.
• Ensure all materials are prepared and formatted for accessibility in the Learning Management System.
• Utilize adult learning theory principles.
• Perform other duties as assigned.

Skills and Abilities

• 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.
• Demonstrated experience using eLearning development tools such as Articulate Storyline, Rise, Adobe Captivate, Zenerate, or similar authoring tools.

Qualifications

• Candidates with advanced degrees (Associate’s, Bachelor’s, and/or Master’s).
• Candidates with some combination of coursework and experience, or extensive related professional experience, are eligible for consideration.

Experience

• 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.

Pay

The estimated salary range for this position is $26.00 to $30.00 USD an hour. Actual salary may vary depending on job-related factors including knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.