Quality Assurance Specialist Member Service Center

Quality Assurance Specialist Member Service Center

Job Category: Member Services

Requisition Number: QUALI
003501

• Posted :
  November 17, 2025
• Full-Time

Showing 1 location

Laurel, 7901 Sandy Spring Road, Laurel, MD 20707, USA

Note:
All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits

HOURS FOR POSITION :
Monday
- Friday
-8:00am-4:30pm

Hiring Range -$28.42/hr - $35.52/hr

SUMMARY OF POSITION:

The Member Service Center Quality Assurance Specialist is responsible for regularly monitoring and evaluating phone interactions between members and employees. The Quality Assurance Analyst will provide feedback to call center & Ecommerce agents to reinforce or sustain work expectations, processes, and adherence to phone security procedures. The incumbent will also share the agent’s feedback with their direct manager and provide recommended coaching plans as needed.

• Perform objective call evaluations. Identify trends or issues that impact member satisfaction and quality standard. Communicate, document and report skill deficiencies, member concerns and call trends to Managers.
• Ensure that employees are using the correct tools, following company policies and procedures, providing accurate and objective evaluations, and are performing ethically.
• Listen to recorded and/or live interactions between Member Service Center employees and Members on a monthly basis.
• Review and score the recorded and/or live interactions.
• Provide documentation and/or verbal feedback to Member Service Center Representative and respective Manager. Support and partner with Manager in the coaching, evaluation, or on further research/clarification of issues for quality assurance. Facilitate and attend calibration sessions.
• Ensure quality control within the MSC to be in compliance with Tower’s policies and procedures as well as State and Federal regulations.
• Strategize process improvements that will help ensure sound department operation, maximize efficiency and member satisfaction.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws.
• Develop and maintain a thorough knowledge of Tower’s products and services, and policies and procedures.
• Monitor and comply with all established security, internal audit, and applicable government policies and regulations.
• Maintain required records and provide reports as required by Member Service Center Management Team.
• Maintain knowledge of current functions of the Member Service Center including mail and electronic avenues.
• Complete Regulatory Training Modules as required.
• Ensure that the Member Service Center agents complete all required training in a timely manner. This includes training provided by the Member Service Center and the IT department.
• Resolve MSC balancing issues, assist the MSC Seniors with testing of new releases and be available to provide access to the MSC during non-business hours to support Credit Union needs.
• Perform other Quality auditing functions and/or other duties as assigned by the Manager.
• Have knowledge of and adhere to credit union policies and procedures and all regulations related to the Bank Secrecy Act, the USA PATRIOT Act and OFAC.

• Possession of an Associate’s degree in related field or equivalent work experience.
• Two years or more at a financial institution providing member service and support in a Member Service Center environment.
• Knowledge of banking policies, procedures, and regulatory requirements, including the methods and principles of sound business practices. Knowledge of intranet/internet, effective oral, written and interpersonal skills required to provide feedback on Call Center Quality issues/concerns. Exceptional listening and analytical skills. Experience with Microsoft Word, Excel, and Access preferred. Bilingual skills a plus.
• Or, an equivalent combination of education and experience.

• Analytical decision making ability with attention to detail.
• Ability to prepare and conduct effective presentations with the ability to influence…