Contact Center Quality Specialist at Community Choice Credit Union

Warren, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

18 Apr, 26

Salary

0.0

Posted On

18 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, Training Support, Knowledge Management, Member Service, Accountability, Analytical Thinking, Communication Skills, Coaching, Attention to Detail, Microsoft Office, QA Tools, Problem Solving, Organizational Skills, Collaboration, Self-Directed

Industry

Banking

Description

Purpose & Core Values The primary purpose of any position is to assist Community Choice Credit Union to live out our purpose: we believe in helping our neighbors achieve the life they desire. A key component of this purpose is to provide outstanding service to both internal and external members by living our core values. Position Summary: The Quality Specialist plays a hybrid role that integrates quality assurance, training support, and knowledge management to enhance service excellence in the contact center. This position ensures consistent evaluation of agent interactions, updates training materials, maintains the knowledge base, and supports onboarding and ongoing development. By unifying quality monitoring with learning and documentation, the Quality Specialist drives member satisfaction, agent performance, and operational consistency. Core Competencies * Core Values: 1. Committed: We are committed to serving Michigan guided by the principles that underlie the credit union movement of service, integrity, and respect for every human being. 2. Charitable: We Give Big every day to our membership, our communities, and each other. We are dedicated to supporting Michigan by giving our time and services to the communities we serve. 3. Credible: We are our Members’ trusted financial advisors; each Team Member plays an integral role in the well-being of our Members’ financial lives and the success of Community Choice Credit Union. 4. United: We are a Team. We unite to achieve success, celebrate success, and continually improve the service we provide to our members, our communities, and each other. * Adaptability/Initiative: Adjusts quickly and effectively to changing conditions and demands, views change as a necessary and inevitable aspect of organizational life as well as an opportunity to learn new things. Is able to take on a variety of different tasks and roles in the organization. Can move in a relatively seamless manner from one task or focus to another and can fill in for other team members when they are absent or are experiencing work overload. Looks for new and productive ways to make an impact/value to the organization and/or team. Demonstrates a positive attitude when faced with organizational change and generates constructive feedback for continuous improvement. Demonstrates a professional demeanor. Position Competencies 1. Member Service: Manages member accounts in a manner that ensures that member needs are understood and met. Provides timely and professional service to both internal and external members; is responsible to member needs and request; is always courteous to the member and considers the needs of the member when making decisions. a. Applies a 'member-centric' approach by using the Member Action Plan in order to uncover opportunities to improve our members’ financial lives by saving them money, making them money, or making their banking easier and more convenient. b. Utilizes and recommends available resource departments to members that best fit their needs, such as Business, Investment, or Mortgage Services. c. Effectively assists members and staff in solving accounts related issues by listening, collecting data, securing answers, and reporting results. 2. Accountability: Establishes clear expectations for self and others (if applicable) to achieve goals and objectives, establishes clear roles and responsibilities, gives regular feedback, and clearly communicates deadlines and desired results. In addition, holds self accountable for actions and continuously gains feedback for self-improvement. 3. Role Mastery of Essential Duties: Able to perform essential duties as outlined in job description. Contributes productivity and value within role. Is willing to learn and improve performance. Essential Duties: * Conduct call, chat, and email evaluations using a standardized scorecard. * Deliver actionable feedback to agents and Team Managers to improve performance. * Identify trends in performance and escalate systemic issues. * Support calibration sessions with QA and operations teams. * Contribute to new hire onboarding and nesting support. * Deliver refreshers or targeted coaching sessions based on QA trends. * Partner with Team Managers to address knowledge or skill gaps. * Support role play exercises and reinforcement training. * Maintain and update the contact center knowledge base and SOPs. * Ensure documentation reflects current processes, product updates, and compliance standards. * Collaborate with Subject Matter Experts (SMEs) to gather input and validate content. * Monitor agent and member feedback to identify areas where clarification is needed. * Monitor adherence to regulatory and internal policies during evaluations. * Recommend changes to processes, scripts, or training materials. * Analyze quality data to support reporting and improvement efforts. * Participate in projects to enhance agent effectiveness and member experience. Job Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirement listed below are representative of the knowledge, skill, and/or ability necessary for this position. Remote Work Eligibility This position is conditionally eligible for a Hybrid Work Arrangement Reasonable Accommodations The physical and mental demands are representative of those that must be met by an employee to successfully perform the essential functions of their job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job requirements, physical demands and do so within our work environment. Education Associate or Bachelor’s degree preferred. Experience 2+ years in a contact center environment, preferably with QA or training responsibilities. Experience with quality monitoring systems and contact center platforms. Skills & Abilities Familiarity with QA tools (e.g., NICE, Calabrio, Verint). Strong proficiency with Microsoft Office (Word, Excel, PowerPoint). Experience using or managing knowledge bases and SOP repositories. Strong attention to detail and analytical thinking. Excellent written and verbal communication skills. Ability to coach constructively and maintain confidentiality. Organized, collaborative, and self-directed. Mental Demands The team member must be able to read and interpret documents or instruments, understand and/or follow complex written and oral instructions, make decisions, recall multiple policies or procedures, resolve problems or unique circumstances in a timely and efficient manner, be able to express oneself clearly and/or concisely, perform mathematical functions, and handle multiple, concurrent tasks. Must be able to remain calm and professional at all times, understanding that members may express emotional frustration when the credit union cannot meet their specific requests. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. General Statement The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.

Responsibilities

The Quality Specialist evaluates agent interactions, updates training materials, and maintains the knowledge base to enhance service excellence in the contact center. They also support onboarding and ongoing development to drive member satisfaction and operational consistency.