Quality Assurance Specialist Member Service Center

Quality Assurance Specialist Member Service Center Base pay range

$28.42/hr - $35.52/hr

• $1000 Signing Bonus effective 1/20/2024
• 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

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. To achieve objectives the job incumbent is required to perform the following:
  • 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.
• Ensures 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.