Summary:
The Quality and Training Analyst is responsible for the quality and training development of all Recruit department associates. The Quality and Training Analyst will complete and deliver evaluations and provide performance coaching of all department associates. The Analyst will also provide all classroom training, as well as day to day, on the job, training of policies, procedures, sales techniques, and communication skills.
Principal Accountabilities:
- Responsible for QA agent evaluation process, forms revision and agent development.
- Complete required amount of quality evaluations of monitored calls on each team member monthly.
- Research accounts to determine if proper procedures are followed.
- Provides feedback to Manager and delivers coaching and training to Recruit team.
- Tracks and monitors quality trends
- Provides 1:1 live monitoring with associates and provides instant feedback and guidance.
- Provides documentation of these sessions to Manager for continued follow-up.
- Create and maintain all daily and monthly agent and team quality reports.
- Provides backup to leadership and operations staff as needed.
- Sets a positive and professional example of conduct.
- Assists in overseeing the day-to-day operations of the Recruit Department.
- Supervises others, including interviewing, hiring, coaching, scheduling, counseling, motivating, training, preparing, and delivering performance evaluations, preparing and delivering discipline, and terminating, when appropriate. Will typically supervise a staff of approximately 3-4 associates. Conducts regular meetings and provides frequent feedback to associates to develop them and provide a career path for all associates whose performance supports promotion.
- Ensure work premises constitutes a safe work environment that promotes positive bank image, including regular inspection for and remediation of any hazardous conditions; regular maintenance and cleaning of premises; adherence to all posting requirements in jurisdiction, including human resources and compliance postings; and provision of comfortable and appropriate space for associates to conduct banking business.
- Understands, embodies, communicates, and instills corporate initiatives and vision, including the six Pillars of Success.
- Maintains client information in complete confidence.
- Completes other specified duties as assigned.
- Regular attendance required, working at the assigned worksite, or assigned remote location during regular business hours and/or assigned hours.
Compensation & Benefits
The Quality and Training Analyst position pays a minimum of $17.50.
Fulltime associates are eligible for our benefits package:
- Medical
- Dental
- Vision
- 401(k) plan
- Company paid life insurance
- Short and Long-term disability insurance
- Company paid vacation, paid leave and holidays
This position will remain open until a qualified applicant is hired.