Call Center Quality Assurance Specialist | Fox Communities Credit Union

Job Summary

Call Center Quality Assurance Specialist

We currently have a new career opportunity for a full-time Quality Assurance Specialist in the Call Center at our Calumet Street branch in Appleton!

The role of the Call Center Quality Assurance Specialist is to monitor and assess Call Center Representatives on the quality of interactions with members across all communication channels. Coach Call Center Representatives to meet member service standards and key performance indicators. Assist with training of new Representatives and create plans for ongoing needs-based training.

Responsibilities of this position will include but are not limited to:

1. Monitor and score the performance of Call Center Representatives according to the call flow, member service expectations, and accurate completion of member requests
2. Identify opportunities for training and coach Call Center Representatives through implementing corrections and improvements
3. Provide feedback from a position of support and success of the Representatives
4. Support the cross-sales culture in the department; educating members on products and services that meet their needs
5. Lead calibration sessions with Call Center Representatives and/or Managers

1. Identify and recognize quality and performance trends and communicate to Manager
2. Report metrics and action plans to Call Center management
3. Recommend changes and participate in analysis of workflows and procedures to improve efficiency in member service
4. Lead skill practice in team meetings

1. Assist members and staff with account inquiries, account maintenance, and problem resolution on the phone, by email, or in writing as required
2. Answer the phone in a courteous, timely and professional manner
3. Respond to and create written communication in a clear and concise manner
4. Protect the confidentiality of our member’s accounts by properly identifying callers
5. Remain knowledgeable about account titles and designations and identify parties authorized to access account information and perform transactions
6. Maintain knowledge about credit union policies, processes, and procedures. Keep manager informed of any inconsistencies in the department
7. Take action to resolve any out of compliance issues

Candidates for this position should possess:         

• 2+ years Call Center/Customer Service or similar or related experience
• 2+ years Call Center Training and/or Quality Assurance or similar or related experience
• Experience working in a fast-paced environment with the ability to multi-task

• Excellent verbal (including speech and listening), and written communication skills, (including spelling, grammar, punctuation)
• Able to navigate throughout various programs on a computer; able to empathize with members and staff, and prioritize work
• Able to create a supportive and inclusive atmosphere within the department and team
• Strong ability to support the team with questions and coach them on how to resolve member issues and respond to members
• Strong ability to make decisions with minimum information           
• Advanced ability to assist members and staff with technical support of our website, online banking, bill pay and mobile app on multiple types of devices

• Demonstrate a positive disposition, the ability to work independently or as part of a team and have a genuine interest in people and desire to help.

Fox Communities Credit Union is an over $2 billion in assets community-based credit union serving over 110,000 members at 23 locations. We take pride in being a progressive, member-owned, full service financial institution dedicated to serving the community.

Fox Communities Credit Union believes our employees are our most important asset. We offer a great team environment, competitive salary and an excellent benefit package which includes, medical, dental, vision, life, short-term and long-term disability insurance, 401k (Roth and Traditional), which includes company contributions including match, and paid time off! As part of our commitment to the communities we serve we also offer all employees Paid Volunteer Time Off! If you are enthusiastic about a rewarding career with a successful & growing credit union, apply now!

Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

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