What are the responsibilities and job description for the Universal Service Center - Quality Assurance Analyst position at Metro Credit Union?
Company Overview
Metro Credit Union is the largest state-chartered credit union in Massachusetts, with $3.2 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire. Metro is the credit union of choice for employees at over 1,200 companies through its Metro@work program.
Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos (“Together We Advance”) designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers. Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman’s Best of 2025 awards; and recognized as one of America’s Best Regional Banks and Credit Unions in 2025 by Newsweek. Learn more at MetroCU.org.
Job Summary
Be a trusted voice behind the scenes that elevates the member experience. As a Quality Assurance Analyst within Metro’s Universal Service Center, you’ll play a critical role in shaping service excellence across the organization. By reviewing member interactions, analyzing performance trends, and providing clear, actionable feedback, you’ll help frontline teams deliver consistent, high-quality service while ensuring compliance with policies, procedures, and regulatory standards.
This role is ideal for someone who enjoys digging into details, spotting patterns, and influencing positive change. You’ll partner closely with leaders and frontline teams, contribute to coaching strategies, and support continuous improvement initiatives that directly impact member satisfaction and operational success. If you bring strong judgment, a collaborative mindset, and a passion for quality, this is an opportunity to make a meaningful impact beyond the front line.
Why Join US
Quality Review & Analysis
Required / Strongly Preferred
This role follows a hybrid schedule, with on-site onboarding in Chelsea to support training and immersion in service operations. Ongoing hybrid eligibility (minimum three days on-site per week) is based on meeting performance expectations and maintaining good standing.
Why Join our Team
Comprehensive Benefits
$49,000 to $67,000
The salary range listed gives a general idea of what we expect to offer. We consider your experience, unique strengths, and the impact you’re likely to make in the role. On top of that, we offer a competitive benefits package and other perks that round out the total compensation.
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.
Metro Credit Union is the largest state-chartered credit union in Massachusetts, with $3.2 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire. Metro is the credit union of choice for employees at over 1,200 companies through its Metro@work program.
Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos (“Together We Advance”) designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers. Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman’s Best of 2025 awards; and recognized as one of America’s Best Regional Banks and Credit Unions in 2025 by Newsweek. Learn more at MetroCU.org.
Job Summary
Be a trusted voice behind the scenes that elevates the member experience. As a Quality Assurance Analyst within Metro’s Universal Service Center, you’ll play a critical role in shaping service excellence across the organization. By reviewing member interactions, analyzing performance trends, and providing clear, actionable feedback, you’ll help frontline teams deliver consistent, high-quality service while ensuring compliance with policies, procedures, and regulatory standards.
This role is ideal for someone who enjoys digging into details, spotting patterns, and influencing positive change. You’ll partner closely with leaders and frontline teams, contribute to coaching strategies, and support continuous improvement initiatives that directly impact member satisfaction and operational success. If you bring strong judgment, a collaborative mindset, and a passion for quality, this is an opportunity to make a meaningful impact beyond the front line.
Why Join US
- Influence service quality and performance outcomes without direct people management.
- Partner closely with leadership and frontline teams to shape coaching strategies and service standards.
- Work across a variety of interaction types and operational scenarios—no two days are the same.
- Build deep expertise in quality assurance, compliance, coaching, and service analytics within financial services.
Quality Review & Analysis
- Evaluate member service interactions to ensure alignment with Metro’s service standards, policies, and regulatory requirements.
- Apply quality assurance frameworks consistently while identifying trends, risks, and opportunities for improvement.
- Prepare detailed scoring reviews that highlight strengths, identify performance gaps, and support targeted coaching conversations.
- Deliver timely, insightful reporting to leadership to support data-driven decisions and performance improvement initiatives.
- Partnership & Continuous Improvement
- Partner with managers to ensure quality expectations are clearly understood and consistently applied.
- Support the ongoing refinement of QA protocols as service models and expectations evolve.
- Serve as a subject-matter resource by assisting with escalated member inquiries and supporting frontline teams during peak periods.
- Contribute to onboarding and training efforts by reinforcing quality expectations and best practices.
Required / Strongly Preferred
- High school diploma or equivalent.
- 3 years of banking or financial services experience.
- Prior quality assurance, quality control, or performance review experience strongly preferred.
- Strong written and verbal communication skills with the ability to deliver clear, constructive feedback.
- Excellent attention to detail and sound judgment when evaluating performance and compliance.
- Ability to work independently, manage competing priorities, and collaborate across teams and leadership levels.
- Comfort using systems, reports, and data to identify trends and support recommendations.
This role follows a hybrid schedule, with on-site onboarding in Chelsea to support training and immersion in service operations. Ongoing hybrid eligibility (minimum three days on-site per week) is based on meeting performance expectations and maintaining good standing.
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
$49,000 to $67,000
The salary range listed gives a general idea of what we expect to offer. We consider your experience, unique strengths, and the impact you’re likely to make in the role. On top of that, we offer a competitive benefits package and other perks that round out the total compensation.
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.
Salary : $49,000 - $67,000