Senior Associate, Contact Center Quality & Training

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Oversee interactions and service requests within the Contact Center, ensuring adherence to established quality metrics.

• Evaluate calls and processes based on predefined criteria, recording results for reporting purposes.

• Document quality concerns and performance metrics, analyze recurring patterns, and offer constructive feedback.

• Assist in monitoring the progress of quality team members and suggest action plans in collaboration with the Manager.

• Engage in calibration sessions, root-cause analysis, and continuous improvement initiatives.

• Mentor internal contact center partners to support the attainment of CSAT and quality scores.

• Assess calls, chats, and emails utilizing active listening and client engagement techniques.

• Uphold and implement quality assurance processes, procedures, standards, and corrective measures.

• Identify opportunities to enhance client operational excellence through constructive feedback and engagement.

• Assist in training sessions and monitor the need for refresher or update training.

• Improve learning experiences by designing engaging learning activities, assignments, and assessments.

• Prepare and format learning materials to ensure accessibility within the Learning Management System.

• Provide support for contact center initiatives and programs as required.

• Complete assigned tasks within designated timeframes while managing multiple priorities effectively.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• Advanced degrees (Associates, Bachelor's, and/or Master's) are preferred for consideration.

• A combination of coursework and experience, or extensive relevant professional experience is required.

• Prior client support experience in a high-volume Contact Center is essential.

• A minimum of 2 years’ experience in a Quality Assurance role is required.

• Demonstrated experience in measuring employee performance and coaching to call center metrics.

• Familiarity with eLearning development tools such as Articulate Storyline, Rise, Adobe Captivate, Zenerate, or similar authoring platforms.

• Comprehensive practical knowledge of MS Office applications, including Excel, Word, and PowerPoint.

• Proficient in MS Office and Workday Learning.

• Strong critical thinking abilities and a strategic mindset are necessary.

• Excellent organizational, presentation, written, and verbal communication skills are required.

• Proven skills in leadership, coaching, and performance management.

• Ability to engage with staff at all levels, including senior management.

• A general understanding of banking laws and regulations is preferred.

• Capability to develop and nurture strong internal and external relationships.

• Flexibility to adapt to shifting priorities is essential.

• Must be decisive, accurate, detail-oriented, self-motivated, reliable, and well-organized.

🏝️ Benefits

• Eligibility for incentive compensation.

• Comprehensive development opportunities.

• Engaging and meaningful work.

• An inclusive work environment.