Universal Service Center - Quality Assurance Analyst

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: Education and Experience High school diploma or equivalent strongly preferred. Minimum of 3 years of banking experience strongly preferred. Prior customer service experience required; quality control experience strongly preferred. Skills/Knowledge/Certifications Strong communication skills - verbal and written.  Ability to effectively synthesize and present information. Superb attention to detail with demonstrated organizational and time management skills. Ability to effectively interact with all levels of management. Adept at multitasking, prioritizing skills, and ability to work independently. Strong analysis skills and proficiency with technology and software.   Work Environment:  Position is eligible for Hybrid Work Agreement: minimum of 3 days/week in office. (Tuesdays, Wednesdays, and another day to be worked out within department).   Position is eligible for Compressed Work Agreement (4x10) – all four days must be on-site in Chelsea.   Why Join our Team: Comprehensive Benefits 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. All staff eligible for annual bonus and annual (vesting) retention bonus 3 weeks paid vacation per year; 11 paid holidays 401(k) with matching plan and Safe Harbor Plan – Metro contributes 3% regardless of your contribution Wellness Incentives; Employee Assistance Program; Flexible Spending Account; Prescription Drug program and range of voluntary benefits (LTD, STD, AD&D); access to no-interest loans; $150/Quarter reimbursements for wellness and lifestyle expenses Discounts on Pet Insurance Strong growth opportunities – attain your long-term career goals at Metro Individual Development Plans Position-related or job-related tuition assistance (1 year eligibility) Superb in-house training programs Growing, dynamic environment with a strong culture and exceptional team of co-workers