call center quality assurance specialist at orsa credit union

Novi, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

30 Jun, 26

Salary

24.23

Posted On

01 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Contact Center Experience, Workforce Management, Operations Support, Call Center Metrics, Service Levels, Staffing Models, Excel Skills, Reporting Skills, Analytical Mindset, Attention to Detail, Multitasking

Industry

Banking

Description

Who We Are: At orsa credit union, we believe in more than just banking, we believe in people. We are looking to build a community of forward-thinking team members who share our values towards providing exceptional member experiences and financial empowerment through our best-in-class products. We’ve been recognized as one of the Regional Best and Brightest companies for the last 20 years and nationally recognized since 2018. We have been certified as a Great Place To Work since 2023 and as of 2024, we were also recognized as the Best and Brightest in Wellness, reflecting our deep commitment to our team members and the communities we serve. About the role: The experience performance specialist is a highly influential partner in shaping how the Care Center performs, improves, and grows. This role serves as the liaison between data, experience standards, workforce execution, and daily operations ensuring insights are translated into clarity, learning, and meaningful action. This role does not manage people directly, but its impact is felt across every team. The experience performance specialist brings structure and discipline to how performance, quality, workforce, and real-time operational data are understood and used. By turning insight into alignment and alignment into action. Grounding performance conversations in insight rather than opinion and improvement in learning rather than blame, the experience performance specialist plays a critical role in building a care center that delivers care at scale while remaining deeply human. This position has a starting hourly rate of $24.23, but your offer amount may be increased with relevant work experience and transferable skills. A Day in the life of an Experience Performance Specialist can look like: * Analyze Care Center performance metrics, workforce data, quality outcomes, and experience feedback to surface trends, patterns, and opportunities. * Build and maintain standardized reporting that provides visibility into efficiency, quality, experience, adherence, attendance, and capacity. Ensure reporting is timely, accurate, and aligned to shared definitions and expectations. * Publish dashboards and hourly reports that provide clarity into service levels, volume patterns, adherence, and workflow efficiency. Recommend proactive adjustments to forecasts or staffing plans when needed. * Act as the first line of response during outages, volume spikes, or system disruptions. Activate established protocols and support recovery efforts with urgency. * Design, implement, and continuously refine quality assurance standards across care center roles. Ensure QA emphasizes clarity, knowledge use, resolution, ownership, and confidence rather than scripted behaviors or time-based measures. Align quality standards to what truly matters to members. * Facilitate calibration across leaders to ensure quality and performance standards are applied consistently. Identify variance, misalignment, or drift, and partner with leaders to close gaps. Protect consistency while honoring individual coaching styles. * Partner closely with people leaders to ensure performance metrics, QA insights, and experience feedback are used effectively in coaching. Equip leaders with insights and language that strengthens development conversations and accountability. * Track and interpret member experience feedback, including Qualtrics results and other satisfaction measures, to identify strengths and friction points. Integrate experience insights into performance conversations, coaching focus areas, and recognition moments. Celebrate progress with huzzahs while staying focused on continuous improvement. * Perform other duties as directed by leadership. What you bring to the table: * High school diploma or equivalent. * Minimum 2 years of contact center experience, preferably in workforce management or operations support. * Demonstrated understanding of call center metrics, service levels, and staffing models. * Strong Excel and reporting skills. * Analytical mindset with attention to detail. * Ability to multitask in a high-paced environment. We believe in creating a Culture of Belonging guided by our core values: Relentless Care, Hustle & Grind, Huzzah! and Curiosity. As a team member of orsa, you’ll enjoy: * Comprehensive medical, dental, and vision plans * Generous paid time off package for all full-time team members  * Up to 12-weeks paid paternity/maternity leave * Lifestyle Accounts to help with your personal wellbeing * Family Health Benefits * Paid time off to observe all Federal Holidays * Flexible work options depending on position * A generous 401k match * Numerous employee engagement activities * Community Resource Groups * Paid time off for occasions such as volunteering, caregiving, and family events Contact/application information: If this description appeals to you, please submit an application! A member of orsa’s talent acquisition team will be in contact with you shortly! Equal Employment Opportunity Policy: orsa credit union is an equal opportunity employer (M/F/D/V). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, gender identity or expression, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable Federal, State or local laws.  Disclaimer: This job posting highlights some of the most critical responsibilities and requirements of the position. There may be additional duties and responsibilities that are not listed above. A Talent Acquisition Specialist will be sure to discuss the role in further detail should your application be selected to move forward. Please note that orsa credit union does not involve Artificial Intelligence (AI) when evaluating applications. Applications for this position are reviewed by a member within the Talent Acquisition team. We are dedicated to providing an equitable and thorough review of all submissions and look forward to additional connection as the recruitment process continues!

Responsibilities

The Experience Performance Specialist analyzes performance metrics and quality outcomes to identify trends and opportunities for improvement. They also design and implement quality assurance standards and facilitate calibration across leaders to ensure consistent application of performance metrics.