What are the responsibilities and job description for the Universal Service Center - Quality Assurance Analyst position at Metro Credit Union?
Reviews quality service metrics across various Credit Union operational/member service tasks and functions. Works in conjunction with various department managers to ensure that staff meet or exceed assigned service metrics in accordance with Credit Union standards while ensuring adherence to Metro’s policies, procedures, and regulations. Provides feedback, writes detailed interaction scoring reviews, and provides reporting to department management.
Essential Job Functions
Ensures quality assurance of all member contact channels by monitoring a number of defined engagements per agent per month per workgroup through a combination of live observation, recorded interactions, and review of processed account transactions and funded loans. Provides management with regular feedback and reporting for employee development and coaching.
Assists with overall roll-up key performance indicator (“KPI”) monitoring and reporting across the Credit Union to ensure overall performance to service standards.
Coordinates scheduling in accordance with staffing models, service level agreements (“SLA”) metrics, and KPI requirements.
Regularly reviews member feedback and reports on needed follow-up or deficiencies in service provided. Recommends process improvements to management, as identified.
Performs additional duties, as required by management.
Requirements:
Education and Experience
High school diploma or equivalent strongly preferred.
Minimum of 3 years of banking experience strongly preferred.
Prior quality control experience strongly preferred.
Skills/Knowledge/Certifications
Excellent communication skills in written and oral form.
Ability to work independently.
Ability to effectively interact with all levels of management.
Ability to multi-task and prioritize.
Strong attention to detail and organizational skills
Proficiency with computer software.
Why Join our team:
Comprehensive Benefits:
Health, Dental, and Vision coverage for employees working minimum of 20 hours/week; Metro provides assistance toward premiums and copays
Annual bonus eligibility; annual retention bonus vesting program
401(k) with matching plan & safe harbor plan – allowing every employee to save for retirement
Wellness Incentives; Employee Assistance Program; Flexible Spending Account; Prescription Drug program and range of voluntary benefits (LTD, STD, AD&D)
Discounts on Pet Insurance
Strong growth opportunities with development plans and position-related or job-related tuition assistance to help you attain your long-term career goals
Growing, dynamic environment - no day is ever the same and join an exceptional team of co-workers
Exceptional training program (classroom, on-the-job, and mentoring)