Contact Center Quality Analyst

Wintrust Financial Corporation; Illinois; Hybrid; USD 50,000 - 64,000; Full time

Benefits offered by this job

Medical Insurance

Dental

Vision

Life insurance

Short-term and long-term Disability

Parental Leave

Employee Assistance Program (EAP)

401(k) with company match

Flexible Spending Account (FSA)

Employee Stock Purchase Plan at 5%

Critical Illness Insurance

Accident Insurance

Transportation and Commuting Benefits

Banking Benefits

Pet Insurance

Job summary

Wintrust Financial Corporation in Illinois is seeking a Contact Center Quality Analyst to monitor front-line and management performance to ensure adherence to procedures. You will provide feedback to representatives and managers, analyze call data, and work with management on training and process improvements.

The role supports a hybrid work model with a comprehensive benefits package and competitive salary.

Qualifications

• 1-3 years contact center/banking experience.
• Excellent telephone, computer and written and oral communication skills.

Responsibilities

• Review call surveys and repeat caller reporting to provide feedback to representatives and managers to improve call handle times and customer interactions.
• Analyze and understand policies and procedures within the contact center to evaluate customer interactions and identify opportunities, patterns, and challenges.
• Responsible for internal and external performance auditing.
• Interact with management and Contact Center staff to create a uniform positive experience through new hire and refresher training for our customers.
• Training incoming Digital Support employees in a classroom setting.

Skills

Communication skills

Call center experience

Banking experience

Job description

Wintrust provides community and commercial banking, specialty finance and wealth management services through its 16 bank charters and nine non-bank businesses. Wintrust delivers the sophisticated solutions of a large bank while staying true to the relationship-focused, personalized service of our community banking roots. We serve clients in all 50 states with more than 200 branch banking locations in Illinois, southwestern Florida, northwestern Indiana, west Michigan and southern Wisconsin and commercial banking offices in Chicago, Denver, Milwaukee, Grand Rapids, Mich., and in key branch banking locations throughout Illinois. Our people are the heart of our business and we are proud to rank consistently as a top place to work. Wintrust is a $66 billion financial institution based in Rosemont, Illinois, and listed on the NASDAQ Global Select Market under the symbol “WTFC.” **Why join us?** * An award-winning culture! We are rated a Top Workplace by the Chicago Tribune (past 12 years) and Employee Recommended award by the Globe & Mail (past 6 years).* Competitive pay and annual discretionary bonus eligible.* Comprehensive benefit package including medical, dental, vision, life, a 401k plan with a generous company match and tuition reimbursement to name a few.* Family-friendly work hours.* With 175+ community bank locations, we offer opportunities to grow and develop in your career.* Promote from within culture.**Why Join this Team:** * We are seeking a critical thinker who’s ready to take on new challenges in support of our stakeholders’ ever-evolving business needs.* Our team is in a unique position that allows us to collaborate with multiple other departments and have exposure to executive management.* Gain experience and further your career by joining a growing organization.**Position Overview:**The contact center Quality Analyst is responsible for monitoring overall performance expectations of the front line and management staff. Adhering to contact center procedures. A specialized role focused on ensuring the quality and efficiency of customer interactions within a contact center environment. This position plays a critical role in maintaining high customer satisfaction, boosting agent performance, and ensuring compliance with established standards and procedures.**What you will be doing:** * Review inputs like call surveys and repeat caller reporting providing feedback to representatives and managers that will assist in creating processes and procedures that will improve call handle times and customer interactions.* Analyze and understand the policies and procedures within the contact center in order to evaluate customer interactions and see opportunities as well as recognize patterns and challenges. Responsible for internal and external performance auditing.* Interact with management and Contact Center staff to create a uniform positive experience through new hire and refresher training for our customers.* Training incoming Digital Support employees in a classroom setting.**Qualifications:** * 1-3 years contact center/banking experience* Must be well organized, possess excellent telephone, computer and written and oral communication skills**Benefits:** Medical Insurance • Dental • Vision • Life insurance • Accidental death and dismemberment • Short-term and long-term Disability Insurance • Parental Leave • Employee Assistance Program (EAP) • Traditional and Roth 401(k) with company match • Flexible Spending Account (FSA) • Employee Stock Purchase Plan at 5% discount • Critical Illness Insurance • Accident Insurance • Transportation and Commuting Benefits • Banking Benefits • Pet Insurance**Compensation:** The estimated salary range for this role is $24.00 - $31.00, along with eligibility to earn production bonuses. Actual salaries may vary based on several factors, such as a candidate’s qualifications, skills and experience. #LI-HYBRID