Associate, Member Services CC Quality

At HSA Bank, we’re working toward a world where everyone is empowered to save for a healthy future. Our offerings in the healthcare savings space drive down healthcare costs, increase access, and assist with decision-making for consumers, health plans, partners, and advisors. 

Are you ready to join us?

The Quality Associate is responsible to monitor, evaluate and assess the client experience. The Quality Associate must exhibit subject matter expertise and knowledge for evaluating calls, chats, and emails, testing new products and services.  Monitor and score interactions between clients and colleagues to ensure compliance with Webster/HSA procedures and legal regulations with a focus on the Client Experience.

Perform steps to administer quality assurance processes, procedures, formats, quality standards and corrective actions.  Assist in analyzing deficiencies in service or performance and recommend service improvements to address issues.

Perform quality reviews - monitor inbound and outbound interactions to analyze and evaluate client service skills against established quality metrics, including but not limited to call process measurements, accuracy of the information, effective call management and demonstrated professionalism.  

Core Job Responsibilities/Key Activities/Elements:

• Rate calls/interactions and processes according to pre-defined criteria and record results for reporting purposes.

• Document quality issues and performance measures, analyze results and recurring trends and provide feedback to colleagues and managers.

• Contribute to continuous improvement principles by actively participating in group discussions and calibration sessions, identifying issues/potential solutions, participating in root cause problem solving sessions and recommending improvements to work procedures and other process tools/templates.

• Complete all assigned tasks within the appropriate timeframes.

• Balance multiple priorities throughout the day to ensure the best experience for our clients and colleagues.

• Demonstrate flexibility working with internal contact center partners for coaching needs.

• Support the achievement of high services standards to attain contact center CSAT/Quality scores.

• Score using active listening and client engagement methods in conjunction with appropriate systems and tools.

• Maintain, and apply quality assurance processes, procedures, formats, quality standards and corrective actions.

• Analyze deficiencies in service or performance and recommend service improvements to address issues.

• Identify opportunities to achieve client operational excellence through feedback and engagement.

• Remain knowledgeable on products, services and processes by keeping up to date on training materials and procedure documentation.

• Assist in tracking trends and making recommendations for refresher and/or update-training.

• Follow all standardized workflows and procedures.

• Support contact center initiatives and programs as needed

• Other duties as assigned 

EXPERIENCE

• 2-4 years client support experience in a high-volume Contact Center with 2+ years of experience in a Quality Assurance role

• Experience measuring employee performance including coaching to call center metrics

• Extensive practical knowledge of MS Office tools (Excel, Word, PowerPoint)

• Candidates with advanced degrees (Associates, Bachelor’s and/or Master’s) preferred yet a High School Diploma or GED is required.

• Candidates with some combination of coursework and experience, or extensive related professional experience, are eligible for consideration

Specific Skills:

• In-depth knowledge of the Customer Service / Help Desk / Call Center industry practices.

• Ability to interface with multiple teams and translate business requirements into technical specifications.

• Familiarity with different learning approaches.

• Strong communications, both verbally and written.

• Flexible and agile

• Takes initiative and solves problems

• Decisive; extremely accurate and detail-oriented

• Ability to see the broader picture

• Proficiency in Microsoft Office Suite (Access, Excel, Word, etc.)

The estimated salary range for this position is $21.00 to $23.00 USD an hour. 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.

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.