Bilingual Contact Center Quality Assurance Specialist at Summit Credit Union

Village of Cottage Grove, Wisconsin, United States -

Full Time

Start Date

Immediate

Expiry Date

29 Jul, 26

Salary

0.0

Posted On

30 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality assurance, Customer service, Coaching, Data analysis, Regulatory compliance, Loan products, Deposit products, Communication skills, Microsoft Office, Bilingual, NMLS, Fraud prevention, Performance metrics, Documentation, Mathematical skills

Industry

Financial Services

Description

At Summit Credit Union, we believe every member interaction is an opportunity to build trust, loyalty, and financial well-being. As our Bilingual Contact Center Quality Assurance Specialist, you’ll play a critical role in strengthening the member experience by championing quality, consistency, and compliance—while supporting Contact Center specialists through meaningful coaching and insight-driven feedback. If you’re detail-oriented, passionate about service excellence, and energized by improving performance through collaboration and data-driven evaluation—this could be the role where you truly make an impact. WHAT YOU’LL DO (YOUR IMPACT) * Advocate for Service Excellence by auditing Contact Center calls to ensure quality, efficiency, accuracy, and regulatory compliance. * Identify Trends & Opportunities by analyzing performance data, uncovering gaps, and recommending targeted training or process improvements. * Coach & Support Contact Center Specialists through on-the-job guidance, structured feedback, and curriculum-based learning that strengthens confidence and results. * Enhance the Member Experience by ensuring complex service issues are handled promptly, accurately, and with empathy. * Protect Members & the Credit Union by reinforcing authentication procedures and adherence to fraud-prevention standards. * Drive Performance Outcomes by supporting service and sales metrics through consistent quality assurance practices. * Collaborate Across Teams on projects and initiatives that advance departmental and organizational goals. * Promote Professional Growth by contributing to career development efforts for specialists and yourself. * Ensure Regulatory Compliance with all requirements related to BSA, OFAC, and the USA Patriot Act/Customer Identification Act (CIP). WHAT YOU BRING * Associate’s degree or equivalent experience required. * Minimum of 5 years of customer service experience in a fast-paced environment, including at least 2 years in a financial, lending, or contact center setting (higher education in business or a related field may be considered in lieu of experience). * Extensive knowledge of loan and deposit products. * Ability to elicit and evaluate member information to strengthen relationships. * Well-developed verbal and written communication skills—essential for auditing, documentation, and coaching. * Ability to adapt quickly to changing priorities in a dynamic environment. * Expert knowledge of member self-service tools. * Advanced mathematical skills, including interest, payoff, dividend, and certificate penalty calculations. * Basic to intermediate proficiency with Microsoft Office applications. * Bilingual proficiency required (Spanish/English preferred). * Holds or is able to obtain a Nationwide Mortgage Licensing System (NMLS) number. WHY YOU’LL LOVE WORKING HERE We take care of our people—because when our employees thrive, our members do too. Our perks include: ✅ Excellent health insurance options for you and your family ✅ 401(k) with employer match to support your financial future ✅ Generous paid time off so you can recharge ✅ Paid holidays and wellness-focused benefits ✅ Ongoing learning and professional development opportunities ✅ A people-first culture built on trust, purpose, and inclusion ✅ And more benefits designed to support you—at work and beyond REQUIRED STATEMENTS Physical Demands of Position While performing the duties of this position, the employee is required to sit, stand and walk, use hands and fingers. The employee occasionally must reach above and below shoulder level, and lift, push, pull and/or carry up to 10 pounds. Environmental/Working Conditions Works in a typical administrative setting with climate control and appropriate lighting. Travel to branches requires exposure to outdoor and traffic conditions. Equipment Used Variety of office equipment, including telephone, printer, PC, and mobile devices. OUR COMMITMENT At Summit Credit Union, we are committed to providing Equal Employment Opportunity regardless of race, color, religion, sex, age, national origin, disability, military and veteran status, sexual orientation, gender identity, marital status, or any other characteristic protected by local, state, or federal law. We embrace diversity and believe that inclusion is critical to our success as a credit union. Different makes us better. Employment decisions are made based on qualifications, merit, and business need. READY TO MAKE AN IMPACT? If you’re passionate about quality, collaboration, and helping members—and employees—reach their full potential, we’d love to meet you.

Responsibilities

The specialist will audit contact center calls to ensure quality, efficiency, and regulatory compliance while providing coaching and feedback to staff. They will also analyze performance data to identify trends and recommend process improvements to enhance the member experience.