Call Center Quality Assurance Specialist

About the position The Quality Assurance Specialist serves as a key learning and development partner for call center representatives, with a primary focus on onboarding, coaching, and continuous performance improvement. This role supports New Hires through structured training, hands-on On-the-Job Training (OJT), and guided shadowing experiences, ensuring employees are well prepared, confident, and equipped to deliver high-quality Member service. As a coach and mentor, the Quality Assurance Specialist evaluates representative interactions and provides timely, respectful, and actionable feedback that reinforces strengths, addresses skill gaps, and promotes long-term growth. This position works closely with Call Center leadership and the Learning & Development team to identify development opportunities, enhance training materials, and apply quality data and trends to strengthen learning strategies and improve associate performance in driving growth and retention.

Responsibilities

• Supports and trains new hires, including working from HQ multiple days as needed.
• Leads or supports the On-the-Job Training (OJT) process, including coordinating and facilitating shadowing experiences.
• Evaluates Call Center Representative calls in accordance with established quality expectations.
• Provides clear, professional, and actionable feedback that drives accountability, performance improvement, and sustained results.
• Reviews quality disputes with sound judgment and escalates concerns appropriately, ensuring consistency and fairness in application of standards.
• Meets or exceeds evaluation of productivity and quality goals as established by the QA Lead.
• Demonstrates leadership presence in feedback discussions by remaining composed, objective, and professional when representatives may challenge or disagree with evaluations, keeping conversations focused on standards, expectations, and continuous improvement.
• Assist with analyzing and presenting monthly reports to the Call Center Senior Manager and leadership team.
• Maintain intermediate-level knowledge of departmental operations, policies, procedures, systems, and related programs.
• Provide coaching, feedback, and additional training support as needed to meet learning objectives.
• Partner with the Learning & Development Team to ensure Call Center training materials are accurate, complete, and current.
• Support the development and enhancement of training materials as needed.
• Promote Call Center knowledge across the Credit Union through meetings, open houses, associate exchanges, or other initiatives.
• Serve as backup to the Call Center Ambassador as needed.
• Serve as backup support for Senior Call Center Representatives.
• Champion continuous improvement and positive change within the Call Center.
• Perform effectively in a fast-paced, high-pressure environment.

Requirements

• High school or equivalent required.
• One to three years of experience in coaching and training employees in policy and procedures; whether it be leading a team or in a training specialist role, preferred.
• Three years of relevant experience in a financial institution.
• Strong written and verbal communication skills, including professional presentation and telephone etiquette.
• Ability to speak, hear, and exchange information effectively in person and over the phone.
• Must have personal computer skills and be proficient with Microsoft programs at an intermediate skill level. Requires accurate and efficient typing and multi-tasking between multiple programs.
• Strong memory, attention to detail, and ability to multitask and prioritize effectively.
• Thorough understanding of state and federal regulations as they relate to a banking call center.
• Ability to accurately perform mathematical calculations.
• Ability to create and maintain accurate reliable records.
• Requires excellent follow-through skills, member relations skills, and sound business judgment.
• Ability to interface with others in a positive and professional manner.
• Goal-oriented with a desire to work in a fast-paced and results-driven environment.
• Demonstrates ability to work independently and be self-directed when necessary as well as the ability to work and accomplish goals in a team environment.

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