POSITION SUMMARY
The Operations Coordinator position is a full-time position in the Xtend Contact Center. This position is responsible for auditing all aspects of the quality assurance program on behalf of the Contact Center Management team to ensure service level standards of customer service are met by all of the Xtend Contact Center staff. They are responsible for reporting all deficiencies to management. This position will also help create training programs to improve upon any found deficiencies and to standardizes the training throughout the quality assurance program.
ESSENTIAL JOB FUNCTIONS

1. Ensure all aspects of the quality assurance program are met through auditing initiatives and report findings to Contact Center Management.
2. In collaboration with Contact Center Management help develop and/or maintain standards for quality assurance program.
3. Provide Call Center Agent Phone Auditing for quality assurance standards to support initiative set by Contact Center Management.
4. In collaboration with Team Leads provide feedback to Call Center Phone Agents regarding performance metrics related to quality assurance standards this includes but is not limited to call score, tracker, web chat, and training plan audits.
5. Create standardized training programs for call center agents to help improve overall departmental performance, skill enhancement and agent performance.
6. Create, track, and report on monthly statistics related to the quality assurance program for the call center teams.
7. Work with Contact Center Management team to help establish, adjust, and provide training support for staff on quality assurance standards.
8. Audit agent trackers for compliance with quality assurance standards.
9. Audit open trackers to ensure credit unions are following up on them during the current month and report to management all results of audits.
10. Other responsibilities as assigned by Management.

JOB QUALIFICATIONS

1. High School diploma or equivalent required.
2. 2-year degree preferred in Business or Finance.
3. 1-to-2-year previous training experience required.
4. 1 to 2 years call center experience required.
5. Previous experience a credit union or financial institution is preferred.
6. Knowledge in CU*BASE Software preferred.
7. Excellent written, verbal and interpersonal communication skills
8. Minimum of one year of relevant experience in office work is preferred.
9. Proficient in Microsoft Office applications (Outlook, Word, Excel, PowerPoint) is required.
10. 1Previous experience in call monitoring preferred.
11. Must have excellent attention to detail.
12. Must have ability to take initiative and work independently.
13. Ability to use discretion when dealing with sensitive or confidential data.

WORK ENVIRONMENT & PHYSICAL ACTIVITIES
Xtend operates in a professional office building setting. Some job assignments at Xtend are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above. Xtend is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.
Communication and Contact: The employee communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the company.
Relationships with Others: The employee works effectively and relates well with others including superiors, colleagues, and individuals inside and outside the company. The employee exhibits a professional manner in dealing with others and works to maintain constructive working relationships.
Physical Demands: While performing the duties of this position, the employee is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone. The employee must be able to see within normal vision range. The individual must have manual dexterity to operate a keyboard and mouse.
NOTICE
This job description is not intended to be, nor should be construed as a contract for employment. Xtend makes no guarantee of permanent employment. This job description is to be used as a guideline to give the employee an understanding of what Xtend has defined this position to be.
Xtend will make reasonable accommodations for the known physical or mental disabilities of qualified applicants unless to do so would cause an undue hardship. Disabled individuals who feel accommodation is needed to perform their job, or the job for which they have applied, must notify Xtend in writing of the need for reasonable accommodation within 180 days after the date the individual knew or reasonably should have known that an accommodation was needed. Xtend, thereafter, will make all reasonable accommodations unless to do so would pose an undue hardship.
Xtend is willing to accommodate disabilities to the extent a financial service organization can without impacting financial control or member service. Xtend is an Equal Opportunity Employer.