Contact Center Quality Analyst, Sr. jobs in Erie, PA

Thank you for your interest in employment at Northwest Bank! Submitting an application to this Talent Community allows your profile and resume to be reviewed by a Northwest Bank recruiter when a role becomes available at this Contact Center location. Applications will be accepted regardless of whether or not a current vacancy exists. Applicants should also directly apply to any current open positions of interest to ensure consideration. By applying to this Talent Community, you will be considered for any Contact Center vacancies between April 1, 2024 - April 30, 2024.

Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.

Northwest Bank's Contact Center is open Monday through Friday 8:00 AM - 8:00 PM and Saturday 9:00 AM - 1:00 PM and is closed regular bank holidays. You can expect to work evening shifts and Saturday hours on a rotating basis.

Contact Center Specialists are eligible for a shift differential for hours worked after 5:00 PM.

ESSENTIAL FUNCTIONS:

• Meet productivity standards and complete work in a timely manner
• Ensure compliance with scheduling requirements and attendance standards
• Maintain client and Northwest confidentiality
• Meet service level standards
• Achieve Contact Center performance standards
• Serve as a Contact Center orientation trainer
• Identify and resolve customer problems in an efficient manner
• Gather and analyze information skillfully and develop alternative solutions
• Manage difficult or emotional customer situations
• Respond promptly to customer needs
• Respond to requests and meet commitments
• Speak clearly and persuasively in positive or negative situations
• Educate clients on the benefits of Northwest products and services
• Approach others in a tactful manner and reacting well under pressure
• Demonstrate accuracy and thoroughness
• Look for ways to improve and promote quality
• Demonstrate excellent listening and interpretative skills
• Demonstrate the ability to establish collaborative customer relationships in a fast paced environment
• Aim to resolve customer inquiries utilizing a First Call Resolution approach
• Appropriate use of established call policies and procedures and scripts
• Provide support of Northwest technical products and services
• Ability to troubleshoot online access issues
• Make all outbound calls as delivered and instructed in an efficient manner
• Document results as instructed
• 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 Northwest products and services
• Knowledge of computer, mobile app and bill pay systems
• Knowledge and proficiency of debit and credit card systems
• Knowledge of Northwest’s automated system

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:

• High School Diploma or Equivalent preferred
• Associate Degree in Related Subject preferred

Work Experience:

• Customer Service Experience preferred
• Good Technological Background preferred

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