Quality & Training Coordinator
Webster Bank

Job Info

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Since 1935, Webster Bank has been helping individuals, families and businesses meet their financial goals. As a leading regional bank, Webster's strong foundation is built on our core values of responsibility, respect, teamwork, trust and commitment to our communities. Webster bankers remain our most valuable asset, and we pride ourselves on our diverse, equitable and inclusive work environment. Come join our team!

The CC Quality Coordinator is responsible for documenting and quantifying data effectively to provide feedback to management and staff regarding service standards, process adherence, tool usage, and system knowledge. Develops training plans and serves as a resident coach to the onboarding process to increase the efficiency and effectiveness of the organization. Maintain compliance with Federal and State regulations of Bank policies and procedures. Meet/exceed individual service goals and demonstrate operational excellence. Proven proficiency in all major skill sets. Demonstrate self-motivation, flexibility, problem-solving, and decision-making skills.

Responsibilities:

• Quality monitors a percentage of incoming calls/emails received by the Contact Center team
• Quality monitors a percentage of the processing performed by the Operations team
• Complete weekly monitoring of the transactions uploaded to the core system by the Operations team
• Promote teamwork and a positive working environment to achieve team goals
• Work with supervisor to establish individual development goals
• Prioritize and perform multiple tasks at the same time
• Consistently meet/exceed all customer service standards, goals, and objectives
• Model behavior consistent with the Contact Center's customer service standards, policies, and procedures
• Develop, benchmark, and maintain processes to collect and measure response quality and training data
• Assess individual staff skills, knowledge, and performance to identify gaps and create action plans to close them
• Perform routine quality assessments to inform managers of continuous feedback on team performance
• Play an active role in the on-boarding process of new staff by developing and maintaining a repeatable training program Deliver new hire, skill-based, and refresher training, as assigned
• Verify and update existing training materials against published procedures and coordinate verification of the information with other business lines.
• Develop training material and/or lead training sessions
• Partner with various levels of the Client Assistance Center to ensure the accuracy of content and quality expectations
• Other duties as assigned by Supervisor/Manager

Requirements:

• 1-3 years of experience in quality assurance and training environment
• Minimum High School Diploma or Equivalent
• Bachelor's Degree preferred or equivalent work experience
• Experience training, teaching, or coaching
• 3+ years customer service experience preferred

Skills:

• Familiar with various training tools and models; understanding of learning styles preferred
• Proficiency in Microsoft Office Suite (Access, Excel, Word, etc.)
• Effective problem solving, oral and written communication skills
• Conflict management skills
• Strong organization skills
• Interpersonal savvy and ability to influence and relate to others
• Time management skills
• Ability to deal with ambiguity and overcome objections
• Quickly and effectively adapt to changes
• Must be patient, positive, and professional
• Coaching skills preferred
• Strong attention to detail
• Ability to set and meet goals

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