Contact Center Quality Associate

Job Summary

Working remotely on a full-time basis, the Senior Associate, Contact Center Quality & Training will monitor and evaluate client interactions, analyze service performance against quality metrics, and support coaching and training initiatives to enhance the overall client experience.

Key responsibilities

• Rate calls and processes according to pre-defined criteria and document quality issues and performance measures
• Assist in tracking quality team members' progress and recommend action plans for those not meeting standards
• Contribute to continuous improvement by participating in discussions and recommending improvements to work procedures

Required qualifications

• 2+ years of experience in a Quality Assurance role within a high-volume Contact Center
• Experience measuring employee performance and coaching to call center metrics
• Proficiency in eLearning development tools such as Articulate Storyline or Adobe Captivate
• Advanced degrees (Associates, Bachelor's, or Master's) or extensive related professional experience
• General knowledge of banking laws and regulations preferred