What are the responsibilities and job description for the Service Quality Assurance Analyst position at Metro Credit Union?
Join our dynamic Member Services Team to help support and ensure quality service is consistently delivered to our members. Review service metrics and provide invaluable feedback and reporting to management. As a Quality Assurance Analyst, you'll review quality service metrics across various Credit Union operational / member service tasks and functions. Work in conjunction with various department managers to confirm that staff meet or exceed assigned service metrics in accordance with Credit Union standards while ensuring adherence to Metro's policies, procedures, and regulations. Provide feedback, write detailed interaction scoring reviews, and provide reporting to department management.
Essential Job Functions :
- Verify quality assurance of all member contact channels (telephone, chat, e-banking, etc.) by monitoring a number of defined engagements per agent per month per workgroup through a combination of live observation, recorded interactions, and review of processed account transactions and funded loans.
- Provide management with regular feedback and reporting for employee development and coaching.
- Assist with overall roll-up key performance indicator ("KPI") monitoring and reporting across the Credit Union to ensure overall performance to service standards.
- Coordinate scheduling in accordance with staffing models, service level agreements ("SLA") metrics, and KPI requirements.
- Regularly review member feedback and report on needed follow-up or deficiencies in service provided. Recommend process improvements to management.
- The Service Center supports our retail branch hours and as such is open Monday-Wednesday, 8am - 5pm; Thursday and Friday, 8am - 6pm; and Saturdays 8am - 1pm.
Requirements :
High school diploma or equivalent strongly preferred.
Strong communication skills - verbal and written. Ability to effectively synthesize and present information.
Work Environment :
Why Join our Team :
Health, Dental, and Vision coverage for employees working minimum of 20 hours / week; Metro provides assistance toward premiums and copays and provides 100% coverage on prescription copays.
Individual Development Plans
About Metro Credit Union : Established in 1926, Metro has grown to be the largest state-chartered Credit Union in Massachusetts with 18 branches, 220,000 Members and $3.4B in assets. Our focus has always been helping local people, businesses and non-profit organizations reach their goals. Our perspective is unique because it is local and hyper-focused on the specific needs of our local communities. We are a high performing, financially sound, not-for-profit, financial cooperative, owned by and operated for our Members. Our commitment is to provide quality banking solutions that support the economic vitality of the individuals and businesses within the markets we serve. This commitment strengthens local communities, creating a positive impact on people's lives.
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