Chemical Bank Wyoming , MI 49519
JOB SUMMARYAs part of the Bank's Customer Care Contact Center, the Customer Care Quality Assurance Agent is responsible for monitoring our centers calls to ensure we are providing high quality support and service, ensuring an enjoyable, valuable and memorable experience for our customers.
REQUIRED KNOWLEDGE AND SKILLS* High school diploma or equivalent required* 1 - 3 Years experience in function* 0 - 1 Years experience in industry
Minimum of one year of customer service experience required; previous call center, sales and/or retail banking experience preferred.
Excellent written and verbal communication skills
Excellent interpersonal skills, with the ability to communicate clearly and effectively with a customer based approach.
Strong critical thinking, problem solving and judgment skills, with the ability to make sound and reasonable decisions through careful evaluation and understanding of the impact of those decisions.
Ability to multi-task and work effectively in a high volume, fast paced environment while maintaining accuracy.
ESSENTIAL DUTIES AND RESPONSIBILITIES* Performs phone quality reviews; monitors inbound and/or outbound calls to analyze and evaluate customer service skills against established phone quality metrics, including but not limited, accuracy of information provided, tone of employee, effective call management, and demonstrated professionalism using a call quality form
Performs written channels quality reviews; Bank Mail, Customer Care Inbox, chat and E-Services; Review outbound written responses to ensure accuracy, consistency and professional responses to our customers. This will include reviewing and updates the templates that will be used to respond to our customers.
Provides feedback to offer positive reinforcement and drive continuous improvement
Lead weekly call quality calibration sessions with the customer care center leadership team
Document and track scoring results for each care center and provide feedback to the leadership team for their agent's performance, as well as sending a monthly performance review to Senior Leadership
Review and update Customer Care Center procedures on a quarterly basis and/or as needed based on business updates
Provide feedback to customer care leadership to improve overall QA scores across all centers and create training plans to implement within each center
Conduct training sessions for new procedure update
Monitor failure trends and provide feedback to the leadership team for potential updates to the customer care procedures
Complete customer call backs if incorrect information was provided during a QA audit