Who We Are
Cadence is committed to serving the lifelong needs of our customers. That’s a commitment made possible by our exceptional teammates. Our team members are what set us apart. Friendly, open, personable and committed to excellence, our teammates make up more than just a bank … they make up our communities.
No matter where you are in life or where you’re going, we may have the right career for you.
Cadence offers a competitive and comprehensive benefits package centered on the well-being of our teammates. Some of our benefits include medical, dental, vision, employee assistance program, life insurance, 401(k), Retirement Pension Benefits, parental leave, tuition reimbursement, and more.
Primary Purpose: Responsible for assessing the quality of the performance of the Call Center representatives who service our customer base. Make recommendations for enhancements to training materials as needed to ensure representatives have access to the most current information to be able to provide an overall positive customer experience.
Principal Duties and Responsibilities:
Monitor calls to ensure representatives are interacting with customers in accordance with set guidelines, procedures and meeting quality standards.
A blend of call monitoring by listening to live calls, recorded calls, and side by side evaluating and coaching.
Assess the representative's performance and identify key behaviors to improve the customer experience.
Monitor trends of representatives - review month to month and provide to management.
Randomly select calls of various lengths to ensure getting the right mix of calls to evaluate to recognize any performance issues.
Calibrate calls with other Quality Assurance analysts and management teams to ensure consistent scoring of calls.
Provide feedback, coaching - The ability to communicate effectively with team members. Be able to listen intently, demonstrate understanding of the calls and provide effective feedback.
Ensure representatives are following compliance regulations.
Assist in transcription of calls for Compliance on complaints.
Provide feedback to Call Center Team leaders, trainers, and Managers.
Meet goals set by management on the number of calls to evaluate per representative.
High school diploma or equivalent.
One to two years of job related experience is preferred.
Strong communication skills.
Ability to pay close attention to detail.
Good organizational, written, and analytical skills.
Good understanding of Cadence Bank's products and services.
The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Cadence Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, veteran status, genetic information or any other status protected under applicable local, state or federal nondiscrimination laws.