GENERAL FUNCTION: Under general supervision, responsible for conducting Quality Programs, including representative call monitoring, interaction with operational management and process improvement for the Consumer and Commercial Call Centers. Provide valuable customer feedback to Contact Center management on opportunities for improvement that will help the Contact Center and Bank be more successful.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
* Performs assessment of Consumer and/or Commercial Contact Center representatives performance via monitoring.
* Responsible for adhering to our internal Quality standards while keeping the customer experience in mind.
* Acts as a change agent, driving our direction to customer excellence through coaching, feedback and CARES audits.
* Works to ensure the management team and quality team are aligned in our overall direction in addition to our scoring on our internal Quality form.
* Responsible for identifying and communicating trends within the agent population to the quality manager.
* Provides feedback to operations leadership on representative performance for coaching to the representatives.
* Identifies specific improvement opportunities.
* Partners with Contact Center management to create specific action plans that address improvement opportunities for individuals.
* Completes all necessary skill certifications.
* Provides feedback to Contact Center management on frequently heard customer comments.
* Makes recommendations for customer service and productivity improvements based on observations and data.
* Compiles data from call center systems, and may assist in analysis of data and processes, as part of the Contact Centers commitment to continuous improvement.
* Acts as a coaching resource for agents as directed by Quality Manager or Contact Center management.
* Participates in activities that ensure calibration of the quality monitoring program.
* This position has quality and productivity requirements tied to monthly performance.
* Participate in special projects as needed and perform other duties as assigned.
* Assist on phone calls as needed to assist with Service Level.
SUPERVISORY RESPONSIBILITIES: None.