Job Description

Date Active

May 18, 2022 11:42:46 AM

Requisition #

22-1601

Hours Per Week

40

Location

200 Executive Blvd South-HF433

City

Southington

State

Connecticut

Job Description/ Requirements

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer. 

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

 

Join our award-winning team! Help us deliver on our core performance pillars: exceptional client service, efficiency, revenue generation, risk mitigation, teamwork, and innovation. This is an opportunity to be a part of our fun, fast-paced, environment commonly known as the nerve center for Webster. We're seeking a Lead Quality and Training Coordinator to assist with providing all training and ongoing support from a Quality Improvement perspective. The incumbent will coach to best practices and be a key contact for the team. The expectations will be to drive high-quality service through monitoring of calls and the creation and facilitation of content.  Must be comfortable with technology, and facilitation expertise, proficient at multi-tasking, and possess leadership capabilities and coaching skills.

 

  • Monitors and evaluates the quality of inbound client calls, email, and chat.
  • Document quality issues and performance measures for management review.
  • Provide feedback and coaching to colleagues and Quality coordinators.
  • Support Quality and Training Manager and act as a backup as needed.
  • Assist in the development of monitoring standards and systems.
  • Deliver new hire, skill-based, and refresher training, as assigned.
  • Verify and update existing training materials against published procedures and coordinate verification of the information with other business lines.
  • Develop training material and/or lead training sessions.
  • Partner with various levels of the Contact Center to ensure the accuracy of content and quality expectations.

Education  

High School / GED required.

Some college preferred  - 2-4 years Business  

 

 

Job Skills / Knowledge:

 2 – 4 years of related experience – Leadership, Customer Care, Training and Quality

  • General knowledge of banking 
  • Proficient in computer applications Microsoft Office, Outlook
  • Ability to perform comfortably and professionally while engaging customers via video interaction

 

 

#LI-MM2

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Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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