Job Purpose and Scope:

Prepares, coordinates, and conducts quality reviews and needs assessments to ensure quality standards and service requirements are met.

Essential Job Functions:

Evaluates and develops training needs and specific performance improvement solutions.

Prepares and conducts regularly scheduled quality reviews to ensure that service and quality control standards are met.

Analyzes quality issues and improvement opportunities and makes initial recommendations for agent supervisor or call center management review.

Performs quality related coaching and feedback discussions with call center staff.

Delivers feedback and/or training that supports consistent processes and performance improvement solutions.

Communicates an agent's progress regularly to the agent's supervisor.

Recommends, develops, and/or conducts additional agent training based on quality review results and ongoing needs assessments.

Participates in projects as assigned.

Maintains good punctuality and attendance to work.

Follows Bank policy, procedures and guidelines.

Represents the Bank to the customer in a courteous, professional manner, and for providing prompt, efficient and accurate service in processing transactions.

Answers inbound telephone calls, ascertaining customers' needs and/or the subject of their calls, and assists the customer or transfers the customer to the proper department or person for assistances as needed.

Performs transactions and other customer-driven processes (e.g., account records).

Records changes to customer data and processes in accordance with procedures.

Recommends improvements to the policies and procedures that affect customer service.

Knowledge, Skills & Abilities:

Knowledge of call center principles.

Knowledge of general banking principles and/or financial services.

Ability to communicate effectively both verbally and in writing.

Ability to demonstrate initiative to accomplish work objectives.

Ability to work effectively and demonstrate flexibility in a continually changing environment.

Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.

Ability to demonstrate effective customer service skills.

Ability to demonstrate effective organization, critical thinking, analytical and problem-solving skills.

Ability to work extended hours.

Ability to work effectively in a team environment.

Ability to maintain attention to detail.

Ability to demonstrate effective time management skills.

Skill in using computer and Microsoft Office, including Outlook, Word, Excel, and PowerPoint.

Equipment Used in Job Performance/Working Environment:

Computer

Telephone

Multi-function device

Major Job Demands (Physical/Mental):

Decision-making

Problem-solving

Note: This description is not an exhaustive list of all job functions, duties, skills and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.