Assoc. Contact Center QA Specialist

Travis Credit Union•Vacaville, CA

2d•$26 - $32

About The Position

The Contact Center Quality Assurance (QA) Specialist evaluates member interactions across calls, emails, and chats to ensure compliance with credit union policies, regulatory standards, and service expectations. Using Genesys Cloud, speech analytics, and QA data, the specialist assesses quality, identifies trends and improvement opportunities, supports coaching, and contributes to initiatives that improve members’ experiences and operational performance. The role is scheduled Monday through Friday for 40 hours per week. Candidates must live within a reasonable commuting distance of Travis Credit Union’s served communities in the listed counties. Candidates for hybrid and remote roles must also reside within commuting distance of the corporate headquarters in Vacaville, California. The position is generally performed in an office environment and is usually sedentary. The starting hourly salary range is $25.57–$31.58, commensurate with experience. Candidates must have current authorization to work in the United States; employment visa sponsorship is not available.

Requirements

Bachelor’s degree in a related field or equivalent work experience.
At least 1 year of experience in a contact center environment.
Fluency in English and Spanish.
Strong organizational skills and ability to manage multiple priorities.
Ability to interpret QA data and speech analytics to identify trends, risks, and root causes using role-appropriate judgment.
Ability to identify quality gaps and recommend practical improvement actions within established standards.
Ability to collaborate with supervisors, trainers, and peers to support coaching, development, and quality alignment.
Strong accuracy in evaluation, documentation, and reporting.
Competence using QA systems, speech analytics tools, and Microsoft Office.
Current authorization to work in the United States; sponsorship is unavailable.
Residence within a reasonable commuting distance of the communities served by Travis Credit Union; for hybrid and remote roles, residence must also be within commuting distance of the Vacaville headquarters.

Nice To Haves

Contact center experience within a financial institution.
Experience with Genesys Cloud and speech analytics.

Responsibilities

Conduct quality evaluations of member interactions across calls, emails, and chats.
Apply established QA criteria to assess compliance, service quality, and performance accuracy.
Use speech analytics and QA data to identify trends, patterns, and improvement opportunities.
Accurately document evaluation results and maintain quality records and audit documentation.
Provide actionable feedback to frontline staff, supervisors, and leadership partners.
Participate in and facilitate calibration sessions to ensure scoring consistency and rubric alignment.
Support coaching, training, and development efforts based on QA insights and findings.
Collaborate with operations, training, and leadership to recommend process, behavior, or content improvements.
Contribute to continuous improvement initiatives that enhance quality, efficiency, and member experience.