Member Experience Quality Assurance Specialist (Baton Rouge, LA)

Member Experience Quality Assurance Specialist

The Member Experience Quality Assurance Specialist is responsible for conducting quality audit evaluations and new account and loan reviews across various member service channels within the credit union, including but not limited to Contact Center and Retail Branches and their interactions with members. This role is crucial in ensuring consistent, high-quality member experiences through all contact points, encompassing video, electronic, and voice communications. The selected candidate will provide detailed reports and actionable insights to leadership, highlighting areas for improvement and excellence. Our Member Experience Quality Assurance Specialist must embody Pelican's Core Values and provide excellent service in all that they do.

A Day in the Life of a MEMBER EXPERIENCE QUALITY ASSURANCE Specialist INCLUDES:

• Conduct audits of phone calls, written communication, and documentation in Contact Center, Retail Branches, and other departments to ensure quality expectations are consistently being met, individual coaching needs are being routinely addressed, and operational excellence can be achieved.
• Score chat, text, video, email, phone call, written communication, and account and loan documentation according to pre-defined criteria, and record results for reporting purposes.
• Communicate outcomes of quality assurance audits to department and branch leadership and recommend individual coaching opportunities to the employees and managers.
• Audit new memberships, accounts, and loans and score them according to policies and procedures for employees on both the frontline and back-office.
• Recommend and implement staff education based on audit findings to improve service quality.
• Complete other job-related duties as assigned.

Member Experience Quality Assurance Specialist Skills and qualifications include:

• 3 years of experience at a financial institution opening member accounts and auditing or performing quality assurance reviews on member interactions, documentation, and/or member accounts.
• 1 year of consumer lending experience is preferred.
• 2-year college degree in business administration or related field of study. Additional directly related experience may be considered in lieu of meeting education requirements.
• Excellent oral, written, and telephone communication skills.
• Strong problem-solving, attention to detail, and member service skills.
• Strong knowledge of Microsoft Office products.

Other things you may want to know about this position:

• Work Schedule
• Monday Friday
• 8:30 am 5:00 pm
• Travel
• Travel is rarely necessary for this position.
• Work Site Location
• All work will be performed at our beautiful Corporate Campus located at 2675 O'Neal Lane in Baton Rouge, LA.

Why should you join the pelican team?

Since 1956, Pelican Credit Union has been providing financial services to individuals and their families throughout the state of Louisiana. We've since grown into the largest state-chartered credit union in Louisiana now serving over 78,000 members nationwide. Because of our continued growth, Pelican Credit Union is searching for new team members that embrace our Core Values and have a desire to positively contribute to our culture.

Our culture is grounded in faith, and we strive to live the golden rule of 'love thy neighbor'. We are dedicated to creating, promoting, and nurturing a safe and inclusive work environment, and we expect the same from each of our employees. We value diverse talents and welcome individuals with unique backgrounds, working styles, and skill sets. We believe our differences make us a better team by allowing us to make better decisions, be more innovative, and better serve our members and communities.

Our full-time employees enjoy amazing benefits including:

• Medical, Dental, and Vision Insurance with generous employer premium contributions
• Health Savings Account contributions for eligible employees
• Employer-Paid Life Insurance
• Paid Vacation & Sick Leave
• 15 Paid Holidays each year, which includes a Cultural Floating Holiday
• 401K Plan with a 5% discretionary profit share contribution, plus a dollar-for-dollar match of up to 5% after 1 year of employment

Pelican Credit Union is an Equal Opportunity Employer. All Credit Union campuses are tobacco and vape-free.