Bilingual Contact Center Quality Assurance Specialist
About The Position
At Summit Credit Union, we believe every member interaction is an opportunity to build trust, loyalty, and financial well-being. As our Bilingual Contact Center Quality Assurance Specialist, you’ll play a critical role in strengthening the member experience by championing quality, consistency, and compliance—while supporting Contact Center specialists through meaningful coaching and insight-driven feedback. If you’re detail-oriented, passionate about service excellence, and energized by improving performance through collaboration and data-driven evaluation—this could be the role where you truly make an impact.
Requirements
- Associate’s degree or equivalent experience required.
- Minimum of 5 years of customer service experience in a fast-paced environment, including at least 2 years in a financial, lending, or contact center setting (higher education in business or a related field may be considered in lieu of experience).
- Extensive knowledge of loan and deposit products.
- Ability to elicit and evaluate member information to strengthen relationships.
- Well-developed verbal and written communication skills—essential for auditing, documentation, and coaching.
- Ability to adapt quickly to changing priorities in a dynamic environment.
- Expert knowledge of member self-service tools.
- Advanced mathematical skills, including interest, payoff, dividend, and certificate penalty calculations.
- Basic to intermediate proficiency with Microsoft Office applications.
- Bilingual proficiency required (Spanish/English preferred).
- Holds or is able to obtain a Nationwide Mortgage Licensing System (NMLS) number.
Responsibilities
- Advocate for Service Excellence by auditing Contact Center calls to ensure quality, efficiency, accuracy, and regulatory compliance.
- Identify Trends & Opportunities by analyzing performance data, uncovering gaps, and recommending targeted training or process improvements.
- Coach & Support Contact Center Specialists through on-the-job guidance, structured feedback, and curriculum-based learning that strengthens confidence and results.
- Enhance the Member Experience by ensuring complex service issues are handled promptly, accurately, and with empathy.
- Protect Members & the Credit Union by reinforcing authentication procedures and adherence to fraud-prevention standards.
- Drive Performance Outcomes by supporting service and sales metrics through consistent quality assurance practices.
- Collaborate Across Teams on projects and initiatives that advance departmental and organizational goals.
- Promote Professional Growth by contributing to career development efforts for specialists and yourself.
- Ensure Regulatory Compliance with all requirements related to BSA, OFAC, and the USA Patriot Act/Customer Identification Act (CIP).
Benefits
- Excellent health insurance options for you and your family
- 401(k) with employer match to support your financial future
- Generous paid time off so you can recharge
- Paid holidays and wellness-focused benefits
- Ongoing learning and professional development opportunities
- A people-first culture built on trust, purpose, and inclusion
- And more benefits designed to support you—at work and beyond
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
1-10 employees
