Quality Assurance Analyst - MSC

JOB Objective

Quality Assurance (QA) Call Monitoring specialist evaluates customer service interactions (calls, chats, emails) to ensure compliance with company policies, accuracy, and high service standards. Key duties include monitoring live or recorded interactions, scoring agent performance using rubrics, providing feedback, and analyzing trends to improve training and customer satisfaction.

Key Performance Indicators (KPIs) Monitored

• CSAT: Customer Satisfaction Score.
• QA Score: Overall quality rating of the interaction.
• FCR: First-Call Resolution.
• AHT: Average Handle Time.
• Caller Authentication: Ensure caller is authenticated using appropriate procedures.

Supervisory Responsibilities

• This position reports directly to the Senior Manager Member Service Center. No employees report directly to this position.

Key Responsibilities & Duties

• Interaction Evaluation: Review calls, emails, and chats for compliance, accuracy, and customer experience quality.
• Monitor Member Complaints and Feedback: Identify root cause of issues. Ensure consistency in member experience and escalate quality concern for further review.
• Performance Scoring: Use standardized scorecards to rate agent performance on metrics like soft skills, script adherence, and resolution speed.
• Feedback & Coaching: Provide actionable, objective feedback to call center supervisors to improve performance.
• Calibration: Participate in sessions with supervisors to ensure consistent scores across the team.
• Reporting & Analysis: Identify trends, training gaps, and process improvements based on evaluation data.
• Compliance Monitoring: Ensure interactions adhere to credit union regulations and policies to include proper member authentication and identification.

Education, Skills, and Abilities

• Experience: High school diploma or equivalent required. Minimum of one year in a quality assurance role or 2 years of proven experience in a high-volume call center
• Communication: Excellent verbal and written communication skills to deliver feedback effectively.
• Analytical Skills: Ability to interpret performance data, identify trends, and analyze member satisfaction metrics.
• Attention to Detail: Strong ability to spot errors and compliance issues. High attention to detail to include strong listening skills and ability to give constructive feedback.
• Technology Proficiency: Experience with call recording systems and call center software applications.

The Eight Superpowers

Other Education, Skills, and Abilities

• Ability to communicate with discretion, professionalism and confidentiality when needed.

• Ability to positively contribute to credit union culture.

• Excellent verbal and written communication skills.

• Ability to multitask and thrive in a fast paced (dynamic) environment.

• Excellent communication skills; sound judgment and attention to detail.

• Great active listening and interpersonal skills, with the ability to build rapport.

Major Accountabilities

PHYSICAL REQUIREMENTS

• Ability to tolerate periods of continuous sitting.
• Ability to work in a fast paced (dynamic) call center environment subject to background noise.

ENVIRONMENTAL CONDITIONS

• Work is primarily performed within a cubicle office setting, subject to standard background noise found in a call center environment. Role may be performed remotely.

Note: Staff is expected to perform various tasks, projects and administrative duties as assigned.

Management reserves the right to assign or change duties and tasks to this position at their discretion.

Salary Range (Hourly):

$25.2199 - $31.5249