Offer summary

Qualifications:

2-4 years of client support experience in a high-volume Contact Center., 2+ years of experience in a Quality Assurance role., Proficiency in Microsoft Office Suite, especially Excel, Word, and PowerPoint., A High School Diploma or GED is required; advanced degrees are preferred..

Key responsabilities:

Monitor, evaluate, and assess the client experience through calls, chats, and emails.

Perform quality reviews and document quality issues for reporting purposes.

Contribute to continuous improvement by participating in discussions and recommending service improvements.

Support contact center initiatives and maintain quality assurance processes.

Job description

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

The Quality Associate is responsible to monitor, evaluate and assess the client experience. The Quality Associate 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.

Perform steps to administer quality assurance processes, procedures, formats, quality standards and corrective actions. Assist in analyzing deficiencies in service or performance and recommend service improvements to address issues.

Perform quality reviews – monitor inbound and outbound interactions 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 and demonstrated professionalism.

Core Job Responsibilities/Key Activities/Elements:

Rate calls/interactions 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.
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.
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
Other duties as assigned

EXPERIENCE

2-4 years 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
Extensive practical knowledge of MS Office tools (Excel, Word, PowerPoint)
Candidates with advanced degrees (Associates, Bachelor’s and/or Master’s) preferred yet a High School Diploma or GED is required.
Candidates with some combination of coursework and experience, or extensive related professional experience, are eligible for consideration

Specific Skills:

In-depth knowledge of the Customer Service / Help Desk / Call Center industry practices.
Ability to interface with multiple teams and translate business requirements into technical specifications.
Familiarity with different learning approaches.
Strong communications, both verbally and written.
Flexible and agile
Takes initiative and solves problems
Decisive; extremely accurate and detail-oriented
Ability to see the broader picture
Proficiency in Microsoft Office Suite (Access, Excel, Word, etc.)

The estimated salary range for this position is $21.00 to $23.00 USD an hour. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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