Quality Assurance Analyst - MSC at California Coast Credit

San Diego, California, United States -

Full Time

Start Date

Immediate

Expiry Date

15 May, 26

Salary

31.5249

Posted On

14 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Monitoring, Interaction Evaluation, Performance Scoring, Feedback, Coaching, Calibration, Reporting, Analysis, Compliance Monitoring, Communication, Analytical Skills, Attention To Detail, Listening Skills, Technology Proficiency, Problem-Solving, Active Listening

Industry

Banking

Description

JOB Objective Quality Assurance (QA) Call Monitoring specialist evaluates customer service interactions (calls, chats, emails) to ensure compliance with company policies, accuracy, and high service standards. Key duties include monitoring live or recorded interactions, scoring agent performance using rubrics, providing feedback, and analyzing trends to improve training and customer satisfaction. Key Performance Indicators (KPIs) Monitored * CSAT: Customer Satisfaction Score. * QA Score: Overall quality rating of the interaction. * FCR: First-Call Resolution. * AHT: Average Handle Time. * Caller Authentication: Ensure caller is authenticated using appropriate procedures. Supervisory Responsibilities * This position reports directly to the Senior Manager Member Service Center. No employees report directly to this position. Key Responsibilities & Duties * Interaction Evaluation: Review calls, emails, and chats for compliance, accuracy, and customer experience quality. * Monitor Member Complaints and Feedback: Identify root cause of issues. Ensure consistency in member experience and escalate quality concern for further review. * Performance Scoring: Use standardized scorecards to rate agent performance on metrics like soft skills, script adherence, and resolution speed. * Feedback & Coaching: Provide actionable, objective feedback to call center supervisors to improve performance. * Calibration: Participate in sessions with supervisors to ensure consistent scores across the team. * Reporting & Analysis: Identify trends, training gaps, and process improvements based on evaluation data. * Compliance Monitoring: Ensure interactions adhere to credit union regulations and policies to include proper member authentication and identification. Education, Skills, and Abilities * Experience: High school diploma or equivalent required. Minimum of one year in a quality assurance role or 2 years of proven experience in a high-volume call center * Communication: Excellent verbal and written communication skills to deliver feedback effectively. * Analytical Skills: Ability to interpret performance data, identify trends, and analyze member satisfaction metrics. * Attention to Detail: Strong ability to spot errors and compliance issues. High attention to detail to include strong listening skills and ability to give constructive feedback. * Technology Proficiency: Experience with call recording systems and call center software applications. The Eight Superpowers 1. Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things. 2. Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence. 3. Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond. 4. Demonstrates grit, persisting in application of knowledge, skills, and behaviors to achieve goals and address obstacles. 5. Models’ intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships. 6. Applies creative problem-solving to provide clarity, handle resources under one’s control, and address stressful situations; finds ways to meet individual, team, and member goals, by navigating through barriers. 7. Shares a diverse set of perspectives, work, and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respects and value the differences of others, including but not limited to national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believing a diverse workplace is essential to the company’s success. 8. Values and shows appreciating for the unique qualities and experiences of each person-inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility, and fairness. Makes each employee feel valued and supported for their unique qualities. Other Education, Skills, and Abilities * Ability to communicate with discretion, professionalism and confidentiality when needed. * Ability to positively contribute to credit union culture. * Excellent verbal and written communication skills. * Ability to multitask and thrive in a fast paced (dynamic) environment. * Excellent communication skills; sound judgment and attention to detail. * Great active listening and interpersonal skills, with the ability to build rapport. * Adheres to punctual, regular, and consistent attendance. * Ability to follow directions from a supervisor, interact effectively with coworkers, understand and follow posted work rules and procedures. Major Accountabilities * Call evaluations and tracking. * Provide feedback to call center supervisors and participates in calibration sessions. * Identify trends and areas of improvement. * Recommend agent training. * Use data to drive better member experience and operational efficiency. * Complies with all other policies and procedures. PHYSICAL REQUIREMENTS * Ability to tolerate periods of continuous sitting. * Ability to work in a fast paced (dynamic) call center environment subject to background noise. ENVIRONMENTAL CONDITIONS * Work is primarily performed within a cubicle office setting, subject to standard background noise found in a call center environment. Role may be performed remotely. Note: Staff is expected to perform various tasks, projects and administrative duties as assigned. Management reserves the right to assign or change duties and tasks to this position at their discretion. Salary Range (Hourly): $25.2199 - $31.5249

Responsibilities

The Quality Assurance Specialist evaluates customer service interactions, such as calls, chats, and emails, to ensure adherence to company policies, accuracy, and high service standards. Key duties involve monitoring interactions, scoring agent performance using rubrics, providing feedback to supervisors, and analyzing trends to drive improvements in training and customer satisfaction.