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!
The role of the Enterprise Quality Manager is to oversee the QA operations for both HSA and Webster bank teams. This includes the day to day function of development and management of the teams workload as well as reviewing reports and trends to share with the broader organization. This role will be pivotal in the blending of the HSA and Webster QA teams into one team with full cross function capabilities as well as drive efficiency within the overall QA function.
Key Responsibilities:
Assist with the monitoring, implementation, and execution of all Quality programs across the Enterprise organization including BPO/HSA/Webster as well as other lines of business as needed.
Responsible for the blending of the HSA/Webster QA teams to combine as one team with full cross functional capabilities
Monitor performance of direct reports and provide prompt and objective coaching in accomplishing goals and job performance, as well as engaging teams in ongoing development to continue to elevate the team.
Develop a positive and supportive inclusive environment that brings the entire Enterprise together aligning the QA teams with Managers in all centers to drive collaboration across all lines of business and how we can drive overall better performance leveraging QA as the catalyst.
Must be able to take on projects with other business lines when it involves the Contact Center. Be able to provide even, well thought out opinions on project calls and meetings. Manager must be organized and a self-starter able to work independently on assigned projects that may or may not deal with outside departments and business lines.
Must be able to plan and lead team meetings, huddles and 1x1's designed to promote goal achievement, idea sharing and collaboration amongst the team.
Responsible for meeting all team SLA"s as outlined and to drive the team performance and address performance issues as needed
Manage all CC calibration sessions; score calls according to decisions made in these meetings to ensure consistency of scoring methodology across the team.
Assist in creating innovative programs and initiatives that support the overall organizational goals and vision.
Maintaining quality documents for all products, services, applications, and processes for team reference.
Lead continuous improvement principles by actively participating in group discussions.
Experience/Skills Needed:
Experience:
4-7 years of Contact Center, Leadership, or Quality Assurance
Some combination of coursework and experience, or related professional experience, are eligible for consideration.
Experience measuring employee performance including coaching to call center metrics
Extensive practical knowledge of MS Office tools (Excel, Word, PowerPoint)
Foundational knowledge of Banking products and services.
Specific Skills:
Leadership, coaching and performance management skills.
Strategically focused to support business requirements.
General knowledge of banking laws and regulations preferred.
Excellent written and verbal communication skills.
Demonstrated ability to develop and foster strong internal/external relationships with various levels within the organization.
Flexible in adapting to constantly changing priorities.
Confident at working independently, with ability to self-start with minimal supervision.
Ability to interface with multiple teams and translate business requirements into technical specifications.
Familiarity with different learning styles and approaches.
Takes initiative and solves problems.
Decisive; extremely accurate and detail oriented.
The estimated salary range for this position is $70,000.00 to $80,000.00 USD annually. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
