Job Description
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!
The Senior Quality/Training Associate will monitor Contact Center interactions and service requests to analyze and evaluate client service skills against established quality metrics, including but not limited to call process measurements, accuracy of the information, effective call management and demonstrated professionalism. Assist in analyzing deficiencies in service or performance and recommend service improvements to address issues. The Senior Quality/Training Associate will support with coaching and training expectations along with partnering with the instructional designer to help create/maintain our development program. This role will support end-to-end design and lead needs assessments, design, development, implementation, and evaluation.
Key Responsibilities:
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