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Needham Bank Contact Center Quality and Procedure Analyst I in Needham, Massachusetts

Job Descriptions:

This contact center leadership position is responsible for the evaluation and analysis of the contact center’s customer experience, adherence to policies and procedures and compliance to regulations and risk guidelines within the Needham Bank contact center. The key focus of this position is to support the strategy and execution of the customer and employee experience through the identification of strengths and the areas of opportunity which drive customer satisfaction, compliance to regulations, reduction of risk, and alignment with department policies and procedures. This position will ensure that the management team understands identified problems, has a basis for establishing priority for action and supplies solutions and plans in order to systemically address opportunities and priorities. To accomplish this, this role provides data, analysis and recommendations which when appropriately actioned will eliminate errors and dissatisfaction. This position will support the development and documentation of procedures, job aides and other support tools that will facilitate the contact center success in delivering a superior experience for the employee and customer. The position will continuously monitor the output of the contact center for consistency and trends. Ultimate success for this role is measured by delivering to the bank’s strategy of a superior customer and employee experience in the Contact Center.


  • Supports the development and ongoing implementation of the contact center quality program.

  • Supports the documentation of call criteria and evaluates performance against call standards that utilizes a contact center industry standard for consistency in operational outcomes.

  • Executes a structured program and methodology for conducting data and process analysis.

  • Using analytic techniques, determines the root cause for opportunities to improve the customer experience, adherence to regulations and procedures and identifies the key drivers of contact center specialist or customer dissatisfaction.

  • Recommends and creates job aides that support specialist’s ability to deliver to the standard.

  • Documents contact center process, and policies and procedures.

  • Monitors the contact center consistent delivery to regulations and Needham Bank policies and procedures.

  • Identify opportunities to improve customer, contact handling and work processes.

  • Monitors, evaluates and coaches to a defined amount of contacts / emails per week and month on the quality of the performance of contact center specialists against the standard.

  • Provides effective written and verbal feedback with summaries and analysis on specialist and contact center level around demeanor, technical accuracy, system navigation, and customer service performance.

  • Understands the bank’s Net Promotor Score (NPS) negative and positive drivers.

  • Contributes to the contact center by supporting PMO initiatives and project implementations.

  • Provides needs analysis and makes recommendation for enhancements and development of training materials.

  • Participate in customer and employee listening programs.

  • Prepares and analyzes internal and external quality reports.

  • Coordinates and facilitates call calibration sessions.

  • Manage multiple priorities with reporting and customer information systems on a daily basis.

  • Serve as a contact for branch personnel, as needed, providing customer service and resolving outstanding issues for department work (manage the completion of and track quality review forms).

  • Perform additional duties as requested, needed, or assigned.

Required Experience:

  • Bachelor’s Degree preferred or equivalent experience.

  • Three years banking or customer contact or bank contact center experience highly preferred.

  • Experience in documentation development, training, coaching and influencing teams preferred.

  • Knowledge of federal and state regulations and guidelines pertaining to banking.

  • Strong and active Leader

  • Strong written and verbal communication skills.

  • Ability to document procedures and processes.

  • Highly self-motivated and experienced managing multiple tasks

  • Works well independently

  • Ability to analyze and solve problems

  • Solid project management skills

  • Ability to influence performance and provide constructive criticism and positive coaching

  • Ability to work effectively with different personalities and resolve conflicts

  • Superior customer service and problem-solving skills

  • Maintain a professional manner at all times

  • Adapts well to and helps others manage change

  • Strong statistical and analytical skills for both data, root cause and process flow analysis, with the ability to define and create metrics, reports, tools and other resources to quantify and analyze results.

  • Strong computer and technical skills

  • Must have reliable transportation; must be flexible and able to adapt to new responsibilities or assignments as directed

  • Ability to adhere to Needham Bank’s Core Values (Focus on Customer Relationship, Embrace Change, Work as a Team, Be an Asset to Your Community, Always Learn, and Do the Right Thing)

Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off (PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short and long term disability insurance, tuition reimbursement, and an Employee Assistance Program. We offer a great benefit package to our eligible part-time employees as well.

Needham Bank is an Equal Opportunity/Affirmative Action Employer. Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.

Keyword: Contact Center

From: Needham Bank