Call Quality Specialist

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!

We are seeking a Call Quality Analyst to join our Member Care team to be responsible for assessing the quality of the performance of our call center agents who deal with our existing members. The Quality Analyst will monitor inbound and outbound calls, chat and emails responses to assess associate’s demeanor, technical accuracy, product knowledge, conformity to company policies and procedures and Medicare compliance. This individual will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall Ametros member experience.

• Performs call monitoring and provides trend data to site management team.

• Uses quality monitoring data management system to compile and track performance at team and individual level.

• Performs monitors of member care email/chat responses.

• Provide real-time and/or side-by-side coaching related to call reviews to ensure continuous improvement.

• Participates in member and client calls to identify member needs and expectations.

• Provides actionable data to various internal support groups as needed.

• Coordinates and facilitates call calibration sessions for call center staff.

• Provides feedback to call center team leaders and managers.

• Prepares and analyzes internal and external quality reports for management staff review.

• Perform other duties as assigned.

Requirements:

• High school diploma or GED required.

• 2-3 years Call Center Experience

• Excellent verbal, written and interpersonal communication skills

• Outstanding member service skills and dedication to providing exceptional customer care;

• Must be self-motivator and self-starter;

• Focus on quality and customer service;

• Exceptional listening and analytical skills;

• Solid time management skills;

• Must be able to effectively deal with people at all levels inside and outside of the Company;

• Creative ability & writing proficiency;

• Ability to multitask and successfully operate in a fast paced, team environment;

• Must adapt well to change and successfully set and adjust priorities as needed;

• Must be proficient with Microsoft Office

• Bi-lingual a plus

The estimated salary range for this position is $29.00 to $32.00 per hour USD. 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.

#LI-BB1

#LI-REMOTE

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.