Contact Center Quality Analyst

Wintrust Financial Corporation; Rosemont (IL); Hybrid; USD 33,000 - 43,000; Full time

Benefits offered by this job

Medical Insurance

Dental

Vision

Life insurance

401(k) with company match

Transportation and Commuting Benefits

Job summary

Wintrust Financial Corporation in Rosemont, IL is seeking a Contact Center Quality Analyst to monitor frontline performance, ensure adherence to procedures, and drive customer satisfaction.

You will review surveys, analyze policies, audit performance, and train new hires to raise agent effectiveness in a hybrid work environment.

Qualifications

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

Responsibilities

• Review inputs like call surveys and repeat caller reporting to provide feedback to representatives and managers.
• Analyze center policies to evaluate interactions and identify opportunities and challenges.
• Responsible for internal and external performance auditing.
• Provide training for new hires and refresher training for Digital Support staff.

Skills

Telephone communication

Written communication

Oral communication

Organization

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 InsuranceAccident 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

From our first day in business, Wintrust has been proud to serve a variety of unique communities and people from all walks of life. To build a company that reflects the communities we serve, we believe that fostering a unique and inclusive workplace where everyone feels valued and empowered to succeed will support our ongoing success.

Wintrust Financial Corporation, including community banking and financial services subsidiaries, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.

Wintrust provides community and commercial banking, specialty finance and wealth management services, delivering the sophisticated solutions of a large bank through a relationship-focused approach built from our community banking roots. Wintrust may collect personal information from you in connection with the application process. Wintrust complies with the California Consumer Privacy Act of 2018, and its policy may be found here Click here for Equal Opportunities.