Bilingual Contact Center Quality Assurance Specialist

Summit Credit Union has an exciting opportunity to join our contact center as a Quality Assurance Specialist. In this role you will be responsible for improving member interaction quality in the Contact Center. Supports Contact Center team’s developmental needs by auditing calls and making recommendations to increase call quality and efficiency. Provides support for the Contact Center team by reinforcing the strategic plan. Promotes continuous improvement of member service by providing recommendations to Contact Center Member Service Managers regarding additional training, trends and improvement concerns.

Essential Functions

1. Improve member interaction quality of Contact Center team.
   1. Review recorded calls with team members and reinforce strengths while providing feedback for improvement.
   2. Audit calls to uncover developmental needs for the department and make recommendations to Contact Center managers and training teams.
   3. Complete both live call reviews while working remotely, and side-by-side observations when in-person.
   4. Actively demonstrate and coach to the Credit Union’s Consultative Communication method.
   5. Observe call interactions to identify fraudulent activity. Collaborate with internal departments to effectively identify and recommend process improvements to decrease fraudulent activities. Communicate these trends with the Contact Center Managers and team members.
   6. Identify areas of inefficiency and recommend process and/or procedural updates as appropriate.
2. Model the Credit Union’s member service and relationship-building philosophies in all interactions. Focus on members’ needs and builds rapport and trust in the Credit Union
   1. Actively monitor team members’ calls and provide coaching sessions to continually improve and enhance overall member satisfaction and member relationship building skills.
   2. Support all team members by leading by example and acting as a resource for advice and recovery situations.
   3. Demonstrates fluid knowledge of all Summit Credit Union’s products and services while helping team members educate and evaluate options for members.
3. Take ownership of member situations, corporate goals and philosophy, and Contact Center goals and objectives.
   1. Proactively reaches out to members and if applicable provides necessary service recovery for comments regarding specific service suggestions, errors, or complaints. Keeps the manager informed as needed.
   2. Clearly understand the Credit Union vision, long-term and incentive goals, and demonstrate the support of these through internal interactions, education, team meetings, and day-to-day operations.
   3. Assist in the development, implementation and continuous improvement of procedures and performance standards for the department.
   4. Notify the Member Relations Manager of issues affecting the day-to-day operations. Participates, as necessary in the resolution of these situations.
   5. Know both the Credit Union and the Contact Center’s annual target and monthly goals for loans, deposit growth and strategic objectives.
4. Work as part of the Contact Center team in a leadership and role model capacity.
   1. Aid fellow team members by serving as a reliable resource for Contact Center employees.
   2. Foster a positive work environment that allows employees to develop in their position.
   3. Act in a professional and courteous manner that maintains and expands internal and external relationships.
5. Assumes other duties as assigned by the Contact Center leadership team.

Job Specifications

1. Associates degree or equivalent experience in business or other related field.
2. Minimum combined three years’ experience in at least two of the following areas: (call center, financial environment, lending, retail, or relevant business/customer service setting).
3. 2 years’ Summit Credit Union experience preferred.
4. Professional, well developed, written and interpersonal communication skills essential for interacting with members and co-workers.
5. Ability to elicit member information that can be used to strengthen member relationships.
6. Ability to give constructive feedback to others.
7. Well-developed interpersonal and organizational skills to effectively communicate with employees, managers and other departments in both written and oral formats.
8. Requires judgment to solve day-to-day problems within established guidelines.
9. Expert knowledge of member self-service tools.
10. Basic mathematical skills required, including the ability to perform interest, pay-off, dividend and certificate penalty calculations.
11. Basic/Intermediate knowledge of Microsoft Office 2000 and tools such as Outlook and the Internet.
12. Proven ability to show initiative.

At Summit Credit Union, we are committed to providing Equal Employment Opportunity regardless of race, color, religion, sex, age, national origin, disability, military and veteran status, sexual orientation, gender identity, marital status or any other characteristic protected by local, state, or federal law.  We embrace diversity and believe that inclusion is critical to our success as a credit union.  Different makes us better.  Employment decisions are made based on qualifications, merit and business need.