Summary :

The Quality and Training Analyst is responsible for the quality and training development of all Recruit department associates. The Quality and Training Analyst will complete and deliver evaluations and provide performance coaching of all department associates. The Analyst will also provide all classroom training, as well as day to day, on the job, training of policies, procedures, sales techniques, and communication skills.

Principal Accountabilities :

• 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. Will typically supervise a staff of approximately 3-4 associates. 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.

• Regular attendance required, working at the assigned worksite, or assigned remote location during regular business hours and/or assigned hours.

Compensation & Benefits

The Quality and Training Analyst position pays a minimum of $17.50.

Full‐time associates are eligible for our benefits package:

• Medical

• Dental

• Vision

• 401(k) plan

• Company paid life insurance

• Short and Long-term disability insurance

• Company paid vacation, paid leave and holidays

This position will remain open until a qualified applicant is hired.

Minimum Qualifications:

• 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.

Physical Requirements:

The work environment is typical of a standard office or retail banking setting. Reaching may be required involving the ability to move arms in any direction. Office equipment, such as a computer and telephone, will be used requiring the ability to manipulate a keyboard, mouse, and/or keypad. The ability to decipher a computer screen or written documents is necessary. The ability to express or exchange ideas; impart information to clients, coworkers, or the public; or to convey detailed or important instructions; is required. The ability to receive and understand detailed information shared through oral or written communication is required. Position will involve moving about the workspace to reach entrances/exits, restrooms, conference rooms, or other areas within the work environment. The position is sedentary, involving sitting most of the workday. Position requires occasional lifting and/or exerting of up to 10 pounds of force.

Equal Opportunity Employer/Disabled/Veterans

Academy Bank and Armed Forces Bank provides equal employment [and affirmative action] opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. If you need an accommodation for any part of the employment process, please e-mail humanresources@dfckc.com.