Outbound Call Quality Assurance Agent Job at Woodforest National Bank
Outbound Call Quality Assurance Agent
-
055631
Description
Take the next step toward your new career today!
Become a part of the diverse and inclusive team within our nationally recognized award-winning Bank that is one of the strongest in the nation. Woodforest National Bank is privately owned, and our Employee Stock Ownership Plan is the largest shareholder. We focus on building relationships and discovering opportunities to better serve our communities and understand the financial needs of every customer we serve. At Woodforest we care and prove it by volunteering with local charities and foodbanks to give back to the communities we serve. By joining Woodforest you will become a part of one of the largest employee-owned banks in the country!
The Outbound Call Quality Assurance Agent I is responsible for contributing to the continuous improvement processes of the outbound call quality assurance function. Responsibilities include, but are not limited to, monitoring, and evaluating outbound agents calls and interactions with Woodforest customers, performing quality assessments on outbound calls, and other communication channels. Demonstrates general knowledge of operational procedures and identifies opportunities for process improvement. Receives instruction and guidance from more senior Quality Assurance Specialists, while continuing to learn how to effectively perform quality assessments on inbound, outbound calls, and other communication channels. Develops effective skills for monitoring inbound and outbound calls, and emails and responding to and assessing agents’ demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. Participates in monitoring the facilitation of call calibration sessions and contributes to improving the delivery and performance of such sessions.
Key Responsibilities:
Competencies Required:
Become a part of the diverse and inclusive team within our nationally recognized award-winning Bank that is one of the strongest in the nation. Woodforest National Bank is privately owned, and our Employee Stock Ownership Plan is the largest shareholder. We focus on building relationships and discovering opportunities to better serve our communities and understand the financial needs of every customer we serve. At Woodforest we care and prove it by volunteering with local charities and foodbanks to give back to the communities we serve. By joining Woodforest you will become a part of one of the largest employee-owned banks in the country!
The Outbound Call Quality Assurance Agent I is responsible for contributing to the continuous improvement processes of the outbound call quality assurance function. Responsibilities include, but are not limited to, monitoring, and evaluating outbound agents calls and interactions with Woodforest customers, performing quality assessments on outbound calls, and other communication channels. Demonstrates general knowledge of operational procedures and identifies opportunities for process improvement. Receives instruction and guidance from more senior Quality Assurance Specialists, while continuing to learn how to effectively perform quality assessments on inbound, outbound calls, and other communication channels. Develops effective skills for monitoring inbound and outbound calls, and emails and responding to and assessing agents’ demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. Participates in monitoring the facilitation of call calibration sessions and contributes to improving the delivery and performance of such sessions.
Key Responsibilities:
- Develops effective skills for reviewing data and ensuring service level expectations are being met by Call Agents, while developing skills for identifying areas for improving processes and service delivery.
- Documents, and analyzes data to assess performance and compliance with bank procedures, regulations, service standards and management policies.
- Utilize all necessary resources to optimize quality assurance performance.
- Coordinates feedback to department management with more senior QA Agents regarding the quality of work from individual Call Agents.
- Effectively collaborates with more senior level QA Agents to develop coaching skills, identify process improvement opportunities and related trends.
Competencies Required:
- Ability to work within the operating hours and days for this position; demonstrate good attendance and punctuality.
- Ability to maintain the highest level of confidentiality and handle sensitive situations with solid judgment and discretion, while following directions, and applying proper policies, procedures, and guidelines.
- Ability to maintain composure and convey a positive attitude while interacting with customers and internal team members.
- Ability to effectively give critical feedback and coach employee performance with professionalism and empathy.
- Demonstrates good listening skills and the ability to focus completely when listening to calls, to understand the message, comprehend the information and transfer knowledge into QA practices.
- Ability to source information rapidly; research information using available resources, reference FAQs, and other information resources utilizing strong problem-solving skills.
- Ability to learn multiple banking systems and effectively navigate through software applications.
- Strong technical knowledge of Microsoft Office applications (Outlook, Excel, Word, PowerPoint).
- Ability to manage multiple responsibilities and projects in a fast-paced environment with competing priorities and deadlines.
- Customer service orientation skills and a self-starter with a keen eye towards continuous process improvement, and as well as the ability to work independently while supporting a team environment.
- Excellent written and verbal communication skills with the ability to present detailed and complex data into concise and understandable information.
- Basic quantitative and qualitative analytical skills with problem-solving abilities.
- Good organizational skills with strong attention to detail and concern for data accuracy.
- Effective organizational and time management skills with the ability to work under pressure and adhere to deadlines
Qualifications
- 1+ years’ experience in a call center environment performing quality assurance analysis; OR
- 2+ years’ Woodforest CXC experience delivering exceptional customer service and consistently meeting or exceeding performance expectations, combined with knowledge of WNB’s service delivery policies and procedures.
Formal Education & Certification:
- High School diploma or equivalent required.
Work Status:
- Full-Time.
Supervisory Responsibility:
- None.
Travel:
- 0% travel expected.
Working Conditions:
- Professional outbound call center environment with extensive use of telephone and personal computers. Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying articles like files, ledgers, folders, etc.
Disclaimer:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Woodforest is an Equal Opportunity / Affirmative Action employer. 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, or other status protected by law or regulation.
Job
: Operations
Primary Location
: Texas-The Woodlands
Schedule
: Full-time
Work Locations
: TX - Operations Center-0100 25231 Grogans Mill Rd The Woodlands 77380
Unposting Date
: Ongoing
Organization
: Texas - Houston
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