TITLE: MGR - MSCC QUALITY ASSURANCE
STATUS: EXEMPT
REPORTS TO: VP - MSCC CONTACT CENTER
DEPARTMENT: MEMBER SERVICE CONTACT CENTER
JOB CODE: 11597
PAY RANGE: $86,900.00 - $95,000.00 ANNUALLY
GENERAL DESCRIPTION:
As a Quality Assurance Manager at Golden 1 Credit Union, you will play a crucial role in maintaining and enhancing our contact center's service quality and member satisfaction. You will be responsible for overseeing the quality assurance process, post call survey process, Manage the quality assurance team and ensuring consistency in application of QA guidelines. Develop and maintain a Quality Assurance program that incorporates speech analytics, member sentiment scores and technology that scores most member interactions. Ensure that the quality assurance team effectively monitors, and quality checks the automated scoring of recorded calls for compliance with service standards for Member Service Contact Center (MSCC) representatives. Coordinates and executes a Quality Assurance program that ensures compliance with state and federal laws and regulations related to credit union compliance.
TASKS, DUTIES, FUNCTIONS:
1. Analyze quality data to identify trends, areas of improvement, and training needs, and make recommendations to management for process enhancements.
2. Generate and maintain accurate and detailed reports on quality assurance findings, performance
3. metrics, and trends to share with management and other stakeholders.
4. Participate in and facilitate calibration sessions with other supervisors and quality assurance team members to ensure consistent evaluation and scoring.
5. Manage the Quality Assurance team, ensuring a fair and consistent monitoring program is in
place.
6. Research and recommend ways to improve the existing quality and training program.
7. Manage the setup and monitoring schedule for all MSCC representatives in various workgroups.
8. Stay up to date with all changes in MSCC in order to maintain consistency.
9. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
10. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values.
11. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.
12. Model Golden 1 core values of Integrity, Reliability, Inclusion and Service Excellence.
13. Understand how to build and maintain a QA program based on speech analytics and artificial intelligence.
14. Build reporting around compliance and authentication requirements to reduce Golden 1’s overall risk in these areas.
15. Effectively manage the post call survey program and build reporting based on member feedback.
PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:
1. Effective oral and written communication skills required to supervise, manage, train, and evaluate staff.
2. Excel in operating in a fast environment.
3. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine, and telephone.
ORGANIZATIONAL CONTACTS & RELATIONSHIPS:
1. INTERNAL: All levels of staff and management.
2. EXTERNAL: Vendors, credit unions, and other industry related associations.
QUALIFICATIONS:
1. EDUCATION: Bachelor’s Degree in related field or equivalent work experience
2. EXPERIENCE: 5 years of supervisory experience, preferably in a member facing position.
3. KNOWLEDGE / SKILLS:

• Working knowledge of call center systems, business processes and policies and procedures
• Knowledge of quality performance monitoring and improvement methods
• Demonstrated ability to analyze work processes and drive changes, while meeting deliverable schedule in fast paced environment.
• Excellent written and verbal communication skills.
• Strong organizational and project management skill
• Proficient with Microsoft Word, PowerPoint and Excel
• Ability to regularly exercises discretion and independent judgment the in performance of his/her job duties.
• Flexible and willing to work in changing environment and strong work ethic.
• Previous demonstrations of business values – Respect, Integrity, Service Excellence, Financial Stability.
• Experience using speech analytics and artificial intelligence to do call monitoring.

PHYSICAL REQUIREMENTS:
1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Hearing within normal range. A device to enhance hearing will be provided if needed.
4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
LICENSES / CERTIFICATIONS:
None
REV. 03/26/2024