Golden 1 Credit Union

Compensation

Full Description

TITLE: SUPERVISOR - MSCC QUALITY ASSURANCE STATUS: EXEMPT REPORT TO: MANAGER – MSCC WORKFORCE MANAGEMENT DEPARTMENT: MSCC ADMIN JOB CODE: 11450 PAY RANGE: $85,100.00 - $87,000.00 ANNUALLY General Description As a Quality Assurance Supervisor at Golden 1 Credit Union, you will support the contact center’s service quality and member satisfaction by monitoring member interactions, scoring calls, and ensuring adherence to established QA guidelines. In addition to executing quality assurance activities, you will provide day-to-day leadership and guidance to Quality Assurance Specialists and the Post-Call Survey Specialist. This includes coaching, scheduling, and fostering a collaborative environment to ensure consistent evaluations and actionable insights. You will assist with calibration sessions, support training initiatives, and help maintain alignment with compliance requirements while promoting Golden 1’s core values of Integrity, Reliability, Inclusion, and Service Excellence. The QA Supervisor will facilitate and execute a Quality Assurance program that ensures compliance with state and federal laws and regulations related to credit union compliance. Tasks, Duties, Functions • Analyze quality data to identify trends, areas of improvement, and training needs, and make recommendations to management for process enhancements. • Generate and maintain accurate and detailed reports on quality assurance findings, performance metrics, and trends to share with management and other stakeholders. • Participate in and facilitate calibration sessions with other supervisors and quality assurance team members to ensure consistent evaluation and scoring. • Lead the Quality Assurance team, ensuring a fair and consistent monitoring program is in • place. • Research and recommend ways to improve the existing quality and training program. • Coordinate the setup and monitoring schedule for all MSCC representatives in various workgroups. • Stay up to date with all changes in MSCC in order to maintain consistency. • Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. • Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values. • Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations. • Model Golden 1 core values of Integrity, Reliability, Inclusion and Service Excellence. • Build reporting around compliance and authentication requirements to reduce Golden 1’s overall risk in these areas. • Effectively lead the post call survey program and build reporting based on member feedback. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESETASK: • Effective oral and written communication skills required to supervise, manage, train, and evaluate staff. • Excel in operating in a fast environment. • Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine, and telephone. Organizational Contacts & Relationships • INTERNAL: All levels of staff and management. • EXTERNAL: Vendors, credit unions, and other industry related associations. Qualifications • EDUCATION: High school diploma or equivalent; some college preferred but not required. • EXPERIENCE: Minimum of 5 years of progressively responsible contact center or production lead in a service environment. • Prior experience in quality assurance or as a lead preferred. Knowledge / Skills • Some knowledge of speech analytics tools to effectively analyze member interactions and drive insight. • Working knowledge of call center systems, business processes and policies and procedures • Knowledge of quality performance monitoring and improvement methods • Strong attention to detail • Demonstrated ability to lead a team within a fast paced and dynamic work environment, while meeting deliverable schedule. • Excellent written and verbal communication skills. • Proficient with Microsoft Word, PowerPoint and Excel • Ability to follow established guidelines and seek support or escalate issues appropriately. • Flexible and willing to work in changing environment and strong work ethic. Physical Requirements • Prolonged sitting throughout the workday with occasional mobility required. • Corrected vision within the normal range. • Hearing within normal range. A device to enhance hearing will be provided if needed. • Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. Licenses / Certifications N/A THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.