Senior Associate, Contact Center Quality & Training

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🔥 0 minutes ago

🦌 Connecticut – Remote

🦌 Connecticut – Remote

💵 $26 - $30 / hour

⏰ Full Time

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

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Webster Bank

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1935

🏥 Healthcare

🏭 Manufacturing

📦 Logistics

Healthcare • Manufacturing • Logistics

Webster Bank is a financial services company that offers a wide range of banking solutions for individuals, small business owners, and commercial entities. It provides personal and business checking and savings accounts, loans, mortgages, and investment services, as well as wealth management and retirement planning. Webster Bank emphasizes digital convenience through mobile and online banking platforms while also providing personalized assistance from dedicated relationship managers. The bank is committed to serving diverse industries and communities, with specialized offerings in areas like healthcare, manufacturing, and government banking. Webster Bank is dedicated to helping clients achieve their financial goals through tailored solutions and expert guidance, ensuring security and trust are maintained at all times.

📋 Description

• Monitor Contact Center interactions and service requests against established quality metrics • Rate calls and processes according to predefined criteria and record results for reporting • Document quality issues and performance measures, analyze recurring trends, and provide feedback • Assist with tracking quality team member progress and recommend action plans with the Manager • Participate in calibration, root-cause problem-solving, and continuous improvement sessions • Coach internal contact center partners and support achievement of CSAT and quality scores • Score calls, chats, and emails using active listening and client engagement methods • Maintain and apply quality assurance processes, procedures, formats, standards, and corrective actions • Identify opportunities for client operational excellence through feedback and engagement • Support training sessions and track refresher or update-training needs • Enhance learning experiences by designing learning activities, assignments, and assessments • Prepare and format learning materials for accessibility in the Learning Management System • Support contact center initiatives and programs as needed • Complete assigned tasks within appropriate timeframes and balance multiple priorities • Perform other duties as assigned

🎯 Requirements

• Advanced degrees (Associates, Bachelor's and/or Master's) listed for consideration • Coursework and experience combination, or extensive related professional experience, eligible for consideration • Client support experience in a high-volume Contact Center • 2+ years of experience in a Quality Assurance role • Experience measuring employee performance and coaching to call center metrics • Experience using eLearning development tools such as Articulate Storyline, Rise, Adobe Captivate, Zenerate, or similar authoring tools • Extensive practical knowledge of MS Office tools, including Excel, Word, and PowerPoint • Proficiency in MS Office and Workday Learning • Strong critical thinking and strategic mindset • Excellent organization, presentation, written, and verbal communication skills • Leadership, coaching, and performance management skills • Ability to interact with staff at all levels, including senior management • General knowledge of banking laws and regulations preferred • Ability to develop and foster strong internal and external relationships • Flexibility adapting to changing priorities • Decisive, accurate, detail-oriented, self-motivated, reliable, and well organized

🏖️ Benefits

• Incentive compensation eligibility • Robust development opportunities • Meaningful work • Inclusive work environment