call center quality assurance specialist

orsa credit union•Novi, MI

2d•$24

About The Position

The experience performance specialist is a highly influential partner in shaping how the Care Center performs, improves, and grows. This role serves as the liaison between data, experience standards, workforce execution, and daily operations ensuring insights are translated into clarity, learning, and meaningful action. This role does not manage people directly, but its impact is felt across every team. The experience performance specialist brings structure and discipline to how performance, quality, workforce, and real-time operational data are understood and used. By turning insight into alignment and alignment into action. Grounding performance conversations in insight rather than opinion and improvement in learning rather than blame, the experience performance specialist plays a critical role in building a care center that delivers care at scale while remaining deeply human. This position has a starting hourly rate of $24.23, but your offer amount may be increased with relevant work experience and transferable skills.

Requirements

High school diploma or equivalent.
Minimum 2 years of contact center experience, preferably in workforce management or operations support.
Demonstrated understanding of call center metrics, service levels, and staffing models.
Strong Excel and reporting skills.
Analytical mindset with attention to detail.
Ability to multitask in a high-paced environment.

Responsibilities

Analyze Care Center performance metrics, workforce data, quality outcomes, and experience feedback to surface trends, patterns, and opportunities.
Build and maintain standardized reporting that provides visibility into efficiency, quality, experience, adherence, attendance, and capacity. Ensure reporting is timely, accurate, and aligned to shared definitions and expectations.
Publish dashboards and hourly reports that provide clarity into service levels, volume patterns, adherence, and workflow efficiency. Recommend proactive adjustments to forecasts or staffing plans when needed.
Act as the first line of response during outages, volume spikes, or system disruptions. Activate established protocols and support recovery efforts with urgency.
Design, implement, and continuously refine quality assurance standards across care center roles. Ensure QA emphasizes clarity, knowledge use, resolution, ownership, and confidence rather than scripted behaviors or time-based measures. Align quality standards to what truly matters to members.
Facilitate calibration across leaders to ensure quality and performance standards are applied consistently. Identify variance, misalignment, or drift, and partner with leaders to close gaps. Protect consistency while honoring individual coaching styles.
Partner closely with people leaders to ensure performance metrics, QA insights, and experience feedback are used effectively in coaching. Equip leaders with insights and language that strengthens development conversations and accountability.
Track and interpret member experience feedback, including Qualtrics results and other satisfaction measures, to identify strengths and friction points. Integrate experience insights into performance conversations, coaching focus areas, and recognition moments. Celebrate progress with huzzahs while staying focused on continuous improvement.
Perform other duties as directed by leadership.