MCC Quality Assurance and Training Administrator

QA & Training Admin

The QA & Training Admin is responsible for ensuring that all member interactions within the MCC adhere to the highest standards of service excellence. This role involves monitoring, evaluating, and analyzing the performance of Contact Center agents and across multiple communication channels, including, but not limited to phone calls, emails and live chat. The QA provides feedback and coaching to team members to enhance performance and maintain compliance.

They work closely with the Contact Center Assistant Managers identifying trends and making recommendations for process improvements.

Duties & Responsibilities:

• Manage the MCC quality assurance and training programs under the direction of the Director, Member Contact Center.
• Maintain consistent quality and training standards across General Services, Card Services, Disputes, and Lending.
• Monitor and evaluate member interactions across calls, emails, chats, texts, and other supported channels for service quality, accuracy, and compliance.
• Maintain QA scorecards and evaluation guidelines that account for the different requirements and risks of each MCC service area.
• Conduct calibration sessions with MCC leadership to ensure evaluations are fair and consistent.
• Analyze QA results, member complaints, recurring errors, and operational trends to identify coaching, training, and process-improvement needs.
• Prepare regular quality and training reports for the Director and MCC leadership.
• Coordinate and deliver new-hire training, cross-training, refresher training, and training related to procedural or regulatory changes.
• Maintain training materials, procedures, job aids, knowledge resources, and system instructions used by MCC employees.
• Track training attendance, completion, assessments, certifications, and employee readiness to support additional service areas.
• Work with Assistant Managers to ensure employees receive timely coaching and development based on QA findings.
• Measure the effectiveness of training and coaching through assessments and post-training performance results.
• Support employee readiness for new products, procedures, communication channels, and system implementations.
• Coordinate quality testing and employee training for the multiple systems and applications used by the MCC.
• Identify inconsistencies between systems, procedures, and training materials and escalate them for correction.
• Conduct targeted reviews and training related to complaints, recurring errors, procedural changes, new systems, and elevated-risk transactions.
• Escalate significant compliance concerns, control weaknesses, and member-impacting errors to the Director.
• Support approved quality and training improvement initiatives and monitor their effectiveness.
• Maintain accurate and confidential quality and training records.
• When operationally necessary, perform CCR I or CCR II duties and assist with member contacts.
• Perform other duties as assigned by management.

Skills:

• Coaching and communication skills.
• Experience with in customer services.
• Excellent leadership and communication skills.
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations.
• Energetic and motivating individual.
• Creative thinking.

Qualifications:

Education:

Associates or better.

Experience:

Required 1-2 years:
Team management experience. Preferred 2-4 years:
Experience in a contact center environment.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.