Contact Center Quality Assurance Analyst

The Contact Center Quality Assurance Analyst is responsible for driving improvement to the customer experience we deliver from Customer Service by tracking, trending and reporting on the customer experience and identifying customer needs and expectations. This position ensures that the Customer Service staff is providing a positive customer experience by following call scripts, selling, cross-selling and up-selling Northwest products and services, ensures that written correspondence, including chat conversations, is professional, complete and accurate, and ensures outbound call campaigns are being properly communicated. This position works with Contact Center management and supervisors to analyze and report on the current customer experience and to drive improvement in the experience provided today to our customers based on decisions they make through their analysis, provides trend data to management, and does a quality review of online deposit account opening and call center loan application processes.
This position is eligible for a shift differential.
ESSENTIAL FUNCTIONS:

• Strive to improve the customer experience
• Work with supervisors and management to drive improvement within and across the Contact Center to ensure a consistent client experience
• Identify client needs and expectations
• Analyze data and make decisions on where to focus client experience improvement efforts
• Identify and resolve complex customer service issues
• Perform call monitoring and provide trend data to management team
• Develop weekly Quality Assurance tips based on current QA trends
• Compile and track quality monitoring data at the team and individual level
• Assist in clarifying procedures
• Assist in process when improvement opportunities
• Review written correspondence for quality, effectiveness and accuracy
• Provide quality improvement tips at all contact points
• Ensure representatives maximize education opportunities
• Prepare and analyze quality reports
• Coordinate and facilitate call calibration sessions
• Provide feedback to Contact Center supervisors and management
• Design call monitoring formats and quality standards
• Ability to work with teams in different geographic locations
• Be skilled at meeting or exceeding goals, consistently deliver expected results
• Identify and report technical/Contact Center issues to appropriate IT group and/or Contact Center management
• Demonstrate high level of listening, written, and verbal communication skills
• Ensure compliance with Northwest's policies and procedures, and Federal/State regulations
• Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
• Work as part of a team
• Work with on-site equipment

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to establish effective working relationships among team members and participate in solving problems and making decisions
• Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written
• Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information
• Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
• Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas
• Knowledge of regulatory and compliance issues
• Knowledge of all technology and support systems
• Knowledge of telephone operating, recording, and reporting system
• Knowledge of Northwest products, services, and procedures

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education:

• Bachelor's Degree in Business, Finance, or Related Subject preferred

Work Experience:

• 2 - 6 years Quality Assurance Experience preferred
• 3 - 5 years Customer Service, Contact Center, or Relevant Experience preferred
• Banking Experience preferred
• Good Technological Background preferred

COMPENSATION:
The pay range for this position is generally $19.65 to $21.00 per hour. Shift differentials are provided for hours worked outside of standard office operations. Actual pay is based on various factors including but not limited to the successful candidate's experience, skills, and knowledge. Additional bonus earning opportunities and benefits are also available.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)