Quality Assurance Specialist
Lake Trust Credit Union

Job Info

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Quality Assurance Specialist

More Than A Job!

Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us.

Benefits Include

• Financial wellbeing services
• 401(K) matching with up to 5% match
• Reduced health insurance
• Employee wellbeing services
• DE&I initiatives
• Work-life balance

Job summary

This position is instrumental in creating the best member experience. As a Quality Assurance Specialist this position will be responsible for ensuring the contact center is creating the best member experience via all communication channels. Perform regular call monitoring around Brand Promise. They support contact center leadership and team members with quality coaching around G.U.I.D.E. which is our service/sale process. The Assurance Specialist is an advocate for contact center working closely with Culture and Engagement to identify any potential training gaps.

What You'll Do

• Provides feedback on call monitoring formats and quality standards
• Performs call monitoring and provides trend data to Contact Center Manager
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Monitors phone calls, email, and chats
• Monitors and coaches to cross-sell and increasing the member experience.
• Participates in shadowing and employee listening programs to identify member needs and expectations.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides actionable data to various internal support groups as needed.
• Works closely with Cultural and Engagement to help with new hire onboarding and continually training.
• Assist with developing and updating procedures.
• Updating the Contact Centers Currents page with procedure and changes impacting the Contact Center
• Works closely with EPMO for upcoming projects that impact the contact center.
• Keeps track of Contact Center Compliance training and works closely with Contact Center leadership on this.
• Other duties as assigned.

What You'll Bring

• BA/BS Degree is preferred.
• 2+ years of Quality Assurance required.
• 2+ years of call center experience preferred.
• Proven sales skills in customer service.
• Excellent oral and written communication skills.

What You'll Get

We know that pay and benefits are important. And, we've really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you'll enjoy:

• Working with an energetic team focused on making our members wildly successful
• An opportunity to work with others that have your back every step of the way
• Opportunities to make a difference both inside and outside of our walls
• Being treated like you are more than the work you do

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