QUALITY ASSURANCE SPECIALIST

Description

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Reviews and scores interactions for Communication Center Channels.

• Reviews expected number of interactions across all relevant channels for all positions in the department.
• Identifies coaching opportunities and trends to relay with Assistant Managers and Manager.

2. Trained and knowledgeable in each Communication Center channel.

• Has a well versed understanding of the expectations of each position and overall member service quality.
• Has regular live observations to stay up to date with changes in member needs and demands.

3. Communicates effectively with Communication Center management. 

• Able to effectively and objectively communicate, both verbally and written, with Communication Center Manager and Assistant Managers regarding employee performance and opportunities. 
• Attends regular calibration meetings with Communication Center leadership to assure consistency. 
• Determines when a situation or opportunity should be escalated to appropriate management. 
• Effectively communicates with other departments in regards to follow up interaction reviews and requests. 

4. Assumes responsibility for related duties as required or assigned.

• Assists Digital Service Center and Contact Center with thorough and robust feedback on observed interactions. 
• Ensures work areas and equipment are clean and well maintained.
• Assists in duties assigned by Communication Center Manager as needed. 

PERFORMANCE MEASUREMENTS

• Quality Assurance Specialist functions are efficiently, effectively and accurately performed in accordance with established policies, standards, and security procedures.
• Excels in independent working conditions with limited supervision while consistently performing job functions effectively and timely.
• Self-motivated and task driven. 
• Good working relationships and coordination exist with area personnel and with management. Management is appropriately informed of area activities.
• Required reports and records are accurate, complete, and timely.
• The Credit Union’s professional reputation is maintained and conveyed.
•  Quality scores, referral totals, and member satisfaction scores meet expectations and reflect effort to create a positive member experience.
• Team is supported and assistance is provided in a professional and timely manner.
•  All back office functions are performed effectively and efficiently.
• Good business relations exist with members. Member problems and complaints are promptly and professionally addressed and resolved.

Requirements

EDUCATION/CERTIFICATION: High school graduate or equivalent.   

REQUIRED KNOWLEDGE: Thorough understanding of Communication Center policies and expectations

•  General knowledge of Credit Union policies and procedures
•  Understanding of Credit Union philosophy
•  General knowledge of Credit Union products and services 

EXPERIENCE REQUIRED: Minimum of six months of Communication Center experience. Experience with multiple channels required.

SKILLS/ABILITIES: Self-motivated, task driven individual.

•  Effective communicator.
•  Strong attention to detail, not easily distracted.
•  Professional appearance, dress, and attitude.
•  Ability to operate related computer software, telephone and business equipment.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, or quickly.

AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.

REPETITIVE MOTION: Movements frequently and regularly required using the wrists, hands, and/or fingers.

FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

PHYSICAL STRENGTH: Sitting and standing. Exerts up to 50 lbs. of force occasionally.

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions (such as in a typical office).

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY: Ability to deal with a variety of variables under only limited standardization.

•  Able to interpret various instructions.

MATHEMATICS ABILITY: Ability to perform basic math skills, use decimals to compute ratios and percentages.  

LANGUAGE ABILITY: Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.

•  Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.
•  Ability to communicate in complex sentences, using normal word order with present and past tenses and good vocabulary.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.  

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.  

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.