Job Description

Job Description

Job Description

We are looking for an engaging Call Center Trainer/Quality Assurance Analyst to join our growing Call Center. In this role, you'll be responsible for scheduling and conducting all new hire training, new products, and services training for existing Call Center Staff, creating, and maintaining training resources and job aids, training audit logs, conducting refresher training as needed and conduct monthly quality assurance evaluations (Phone, Email, Chat) using our Call Center Standards. This role will be a liaison between the call center and internal departments for new products, new applications and systems to create all the resources needed for the call center to be successful.

To ensure success as a Call Center Trainer/Quality Assurance Analyst, you should have excellent knowledge of Call Center procedures and expertise in the customer authentication process and quality assurance standards. The ideal candidate should be a friendly and approachable individual with effective teaching and communication skills. This is a fully on-site role, reporting to our NYC headquarters.

• Developing call centers' education materials, such as digital presentations, how-to manuals, job aids, training audit logs and instructional videos.
• Assist in preparing department procedures and standards.
• Scheduling and conducting training sessions on various Call Center topics to prepare and support new and existing Call Center Staff.
• Provide training to experienced staff on new products and services and new or updated Call Center procedures to improve their performance.
• Observing Call Center employees while monitoring and conducting call evaluations to identifying any areas of improvement.
• Become the Call Center Liaison for branches and departments to collaborate on new products services and software.
• Review all evaluations with the management team so they may conduct monthly and ongoing coaching and feedback.
• Measuring the effectiveness of training sessions by preparing and maintaining individual scorecards.
• Research and source relevant training modules that would benefit the Contact Center’s development and performance.

• A bachelor's degree, or a combination of education and equivalent experience.
• A minimum of 3-5 years’ experience as a trainer or call center trainer/call quality assurance analyst.
• Strong knowledge the banking industry and banking applications.
• Additional certification in business leadership, eLearning software, or adult education and training is preferred.
• Familiarity with learning management systems.
• Strong teaching and mentoring skills.
• Great communication, interpersonal, and conflict resolution skills.
• Ability to engage staff and provide leadership to personnel in a fast-paced and stressful work environment.
• Expert in MS Office Applications (Word, Excel, Power Point)
• Ability to work 5 days a week in the office.
• Performs other duties as directed.

Our job titles may span more than one career level. The starting base salary for this role is between $50,000.00 – $60,000.00. The actual base pay is dependent upon many factors, such as: training, transferrable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future.

Amalgamated Bank is an Equal Opportunity and Affirmative Action Employer, Minorities / Females / Individuals with Disability / Veterans. AmeriCorps, Peace Corps and other national service alumni are encouraged to apply. View our Pay Transparency Statement. Submission of a resume or any information regarding your qualifications does not constitute a promise or offer of employment. At Amalgamated Bank, we consider an applicant to be someone who has interviewed at least once, in person, with the hiring manager. Amalgamated Bank does not sponsor applicants for work visas.

Hybrid Work Model
Effective February 18, 2025, employees in office-based positions will be working a Hybrid work schedule consisting of three days or more, on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence. This Hybrid work model does not apply to, and daily in-person attendance is required for, the contact center, branch service roles, and general services where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance does not apply to roles that have been designated as “remote”.

Search Firm Representatives- Please Read Carefully
Amalgamated Bank does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for the position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

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