The Member Solutions Center Quality Specialist is responsible for creating and maintaining our quality objectives across all member communication channels. This individual will objectively monitor, score, and coach agents in compliance with internal quality standards and metric expectations for all channels. The Quality Specialist will build a strong partnership with Human Resources Organizational Development and Member Solutions teams to identify, create and implement quality initiatives and continuous learning opportunities for new and existing agents. The individual will work closely with Member Solutions Center leadership to provide continuous calibration of member service standards.
The Member Solutions Center Quality Specialist must effectively carry out the essential duties of this position in a manner that consistently demonstrates the core values of the organization in a positive manner.
1) Achievement in Balanced Scorecard Results - 20%
a. Meet specified scorecard results
- To include number of QA reviews per month.
2) Quality Assurance - 40%
a. Develop, maintain and continuously improve interaction evaluating program for the Member Solutions Center utilizing identified procedures and policies.
b. Monitor, evaluate and document contacts to the Member Solutions Center. Using active listening skills provide objective assessments regarding agent’s compliance of processes and adherence to procedures with members.
c. Effectively communicate feedback to management staff from coaching sessions with agents. Coordinate calibration sessions with Member Solutions Center Managers to ensure consistency in delivery channel monitoring.
d. Review and investigate member survey response. Provide timely information to managers as requested and recommend service recovery solutions.
3) Continuous Learning - 20%
a. Partner with HROD and work in consultative partnership with subject matter experts and business leaders on designing and delivering high-impact training, communication, and change leadership for new and on-going business initiatives within the Member Solutions Center.
b. Design, coordinate and continuously improve on boarding of new specialists to the Member Solutions Center.
c. Evaluate the results of each new and existing agent’s performance, using the findings to identify ongoing development needs and to enhance curriculum design and delivery.
4) Support the Delivery of Remote Member and E-Commerce Services and Maintain Operational Standards - 10%
a. Share member feedback and recommend enhancements to further improve UWCU’s remote and Member Solution Center channels.
b. Take ownership for change. Analyze, justify and recommend change in operations to enhance productivity and improve service.
c. Maximize internal and external member self-sufficiency by recommending content enhancements to our online and internal help resources.
d. Supports inbound member contacts in an overflow capacity.
5) Contribute to Activities that Promote Individual and Organizational Success - 10%
a. Actively identify new areas for learning, and assume responsibility for personal development through training, collaboration and teamwork.
b. Arrive promptly and prepared to actively participate in dialogs, staff meetings and trainings. Assume ownership for securing information communicated during personal absence.
c. Consistently act as part of a cohesive team, demonstrating excellent interpersonal skills and the ability to interact positively with other employees and departments. This includes dress, language and ability to demonstrate flexibility.
d. Responsible for understanding and adhering to all relevant compliance policies, procedures and regulations. Complete annual Regulatory Compliance Testing within timeframes designated by the UW Credit Union Audit Manager.
e. Responsible for any additional duties and or responsibilities as assigned by management.
To perform this job successfully, an individual must demonstrate regular, predictable attendance and be able to perform each essential duty successfully. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The individual must be able to successfully pass background checks.
- Associates degree in a business, technology or related field is required.
- 4-5 years of experience in a financial institution or Contact Center Environment.
- Proficiency with Microsoft Office products.
- Familiarity with major web browsers and operating systems.
- Demonstrated analytical and problem solving skills.
- Excellent interpersonal, oral and written communication skills.
- Excellent customer service skills.
- Must be fluent in English, Spanish is a plus.
- Must have strong oral and written communication skills.