Quality & Training Analyst

Dickinson Financial Corporation - Leavenworth, KS

Full-time - Entry Level

Leavenworth, KS

Credit Intermediation and Related Activities

About the position

The Quality and Training Analyst plays a crucial role in ensuring the quality and training development of all associates within the Recruit department. This position is responsible for conducting evaluations and providing performance coaching to enhance the skills and effectiveness of department associates. The Analyst will deliver comprehensive classroom training as well as on-the-job training focused on policies, procedures, sales techniques, and communication skills. This multifaceted role requires a commitment to fostering a positive learning environment and ensuring that all associates are equipped with the necessary tools to succeed in their roles. In addition to training responsibilities, the Quality and Training Analyst will oversee the quality assurance (QA) evaluation process, which includes revising evaluation forms and facilitating agent development. The Analyst is expected to complete a required number of quality evaluations of monitored calls for each team member on a monthly basis. This involves researching accounts to ensure that proper procedures are followed and providing constructive feedback to the Manager while delivering coaching and training to the Recruit team. The Analyst will also track and monitor quality trends, providing one-on-one live monitoring with associates and offering instant feedback and guidance to support their development. Documentation of these coaching sessions is essential for continued follow-up, and the Analyst will create and maintain daily and monthly quality reports for both agents and teams. The role also includes providing backup support to leadership and operations staff as needed, setting a positive example of conduct, and assisting in the oversight of day-to-day operations within the Recruit Department. The Analyst will supervise a small team of approximately 3-4 associates, which includes responsibilities such as interviewing, hiring, coaching, scheduling, counseling, motivating, training, and conducting performance evaluations. Regular meetings and feedback sessions will be conducted to help associates develop and identify career paths that support promotion. The Quality and Training Analyst must ensure that the work environment is safe and promotes a positive bank image, which includes regular inspections for hazardous conditions and maintaining a clean and comfortable workspace for associates. The Analyst will embody and communicate corporate initiatives and the vision of the organization, including the six Pillars of Success, while maintaining confidentiality of client information. Regular attendance is required, and the Analyst will work at the assigned worksite or remote location during regular business hours or assigned hours.

Responsibilities

• Responsible for QA agent evaluation process, forms revision and agent development.
• Complete required amount of quality evaluations of monitored calls on each team member monthly.
• Research accounts to determine if proper procedures are followed.
• Provides feedback to Manager and delivers coaching and training to Recruit team.
• Tracks and monitors quality trends.
• Provides 1:1 live monitoring with associates and provides instant feedback and guidance.
• Provides documentation of these sessions to Manager for continued follow-up.
• Create and maintain all daily and monthly agent and team quality reports.
• Provides backup to leadership and operations staff as needed.
• Sets a positive and professional example of conduct.
• Assists in overseeing the day-to-day operations of the Recruit Department.
• Supervises others, including interviewing, hiring, coaching, scheduling, counseling, motivating, training, preparing, and delivering performance evaluations, preparing and delivering discipline, and terminating, when appropriate.
• Conducts regular meetings and provides frequent feedback to associates to develop them and provide a career path for all associates whose performance supports promotion.
• Ensure work premises constitutes a safe work environment that promotes positive bank image, including regular inspection for and remediation of any hazardous conditions; regular maintenance and cleaning of premises; adherence to all posting requirements in jurisdiction, including human resources and compliance postings; and provision of comfortable and appropriate space for associates to conduct banking business.
• Understands, embodies, communicates, and instills corporate initiatives and vision, including the six Pillars of Success.
• Maintains client information in complete confidence.
• Completes other specified duties as assigned.

Requirements

• Minimum education of High School Diploma, GED or equivalent required.
• 1 + years leadership experience preferred.
• 1 + years sales experience preferred.
• Basic to intermediate Microsoft Office skills required.
• In depth understanding of bank products and services required.
• Understanding of Armed Forces Bank/Academy Bank products and services, preferred.
• Military knowledge preferred.
• Strong operational knowledge preferred.
• Ability to obtain clearance to be on military bases required.
• Professional communications skills, both verbal and written, are essential.
• Extraordinary client service skills.

Benefits

• Medical
• Dental
• Vision
• 401(k) plan
• Company paid life insurance
• Short and Long-term disability insurance
• Company paid vacation, paid leave and holidays