Overview:
At UW Credit Union, we’re committed to delivering world-class service in every interaction. The Deposit Operations Quality Assurance (QA) Specialist (internally known as Membership Services Quality Assurance (QA) Specialist) ensures that commitment is consistently met by monitoring the quality of services delivered across phone, web, and branch channels.
In this role, you will conduct in-depth quality reviews, identify service and process gaps, and partner with leadership to implement solutions that improve both the member experience and operational efficiency. You will play a key role in call quality, SLA monitoring, onboarding support, and training, while serving as a trusted peer coach to Membership Services staff.
Ideal candidates are detail-oriented, analytical, and skilled in identifying root causes of issues—translating findings into actionable improvements. If you enjoy collaborating across teams, developing metrics, and influencing positive change, this role offers the opportunity to make a lasting impact on service quality and operational success.
Responsibilities:

QA Operational Excellence (50%)

• Develop and execute quality assurance reviews that comply with policies, procedures, and regulatory standards.
• Partner with Compliance and leadership teams to ensure quality processes align with risk assessments and audit preparedness.
• Conduct internal audits and secondary data reviews to ensure accuracy, compliance, and service quality.
• Monitor SLA performance, proactively identifying risks to service quality and recommending corrective actions.
• Partner with EFT, Deposit Services, and Item Processing teams to resolve complex issues.
• Provide independent, high-quality work with minimal oversight, consistently delivering accurate and timely results.
• Participate in process improvement projects to enhance service consistency and efficiency.

Quality Analysis & Implementation (30%)

• Analyze call records and service interactions to identify patterns, trends, and areas for improvement.
• Maintain and share quality metrics and scorecards with leadership to support coaching and performance management.
• Partner with the Data Analyst to provide actionable recommendations based on quality and performance data.
• Monitor adherence to operational protocols to ensure member interactions meet quality standards.
• Identify gaps in processes that could negatively impact service quality and work with stakeholders to implement solutions.

Mentoring & Training Support (10%)

• Serve as a go-to resource for onboarding new Membership Services employees, providing training on systems, procedures, and quality expectations.
• Partner with subject matter experts to address training needs, including funds availability and other high-impact topics.
• Mentor peers to enhance skills, foster confidence, and reinforce quality-focused behaviors.
• Ensure all procedural updates are well-documented and clearly communicated to relevant staff.

Engagement & Development (10%)

• Continuously develop quality assurance, analytical, and coaching skills.
• Actively engage in UW Credit Union’s DEI initiatives and embrace innovation to achieve departmental goals.
• Maintain deep knowledge of deposit operations, regulations, and Membership Services processes.
• Serve as a role model and champion of change, supporting a culture of continuous improvement and excellence.

Qualifications:

Education

• Associate’s degree in business or related field, or equivalent relevant work experience (required)

Experience

• 4–5 years of quality assurance experience (required)
• 2–3 years of financial institution experience (preferred)
• 2–3 years of deposit operations experience (preferred)
• 2–3 years of check, wire, or ACH operational experience (preferred)

Skills & Competencies

• Strong investigative, analytical, and problem-solving abilities.
• Detail-oriented with the ability to identify and address gaps that impact service quality.
• Skilled in prioritization, time management, and meeting deadlines in a fast-paced environment.
• Excellent communication skills, both verbal and written.
• Experienced in training, mentoring, and onboarding.
• Sound judgment and results orientation.
• Agile and adaptable to change.
• Proficient in Microsoft Office Suite; experience with call quality monitoring tools preferred.

Please refer the Job description for details