Call Center Quality Assurance Specialist
About The Position
The Quality Assurance Specialist serves as a key learning and development partner for call center representatives, with a primary focus on onboarding, coaching, and continuous performance improvement. This role supports New Hires through structured training, hands-on On-the-Job Training (OJT), and guided shadowing experiences, ensuring employees are well prepared, confident, and equipped to deliver high-quality Member service. As a coach and mentor, the Quality Assurance Specialist evaluates representative interactions and provides timely, respectful, and actionable feedback that reinforces strengths, addresses skill gaps, and promotes long-term growth. This position works closely with Call Center leadership and the Learning & Development team to identify development opportunities, enhance training materials, and apply quality data and trends to strengthen learning strategies and improve associate performance in driving growth and retention.
Requirements
- High school or equivalent required.
- One to three years of experience in coaching and training employees in policy and procedures; whether it be leading a team or in a training specialist role, preferred.
- Three years of relevant experience in a financial institution.
- Strong written and verbal communication skills, including professional presentation and telephone etiquette.
- Ability to speak, hear, and exchange information effectively in person and over the phone.
- Must have personal computer skills and be proficient with Microsoft programs at an intermediate skill level. Requires accurate and efficient typing and multi-tasking between multiple programs.
- Strong memory, attention to detail, and ability to multitask and prioritize effectively.
- Thorough understanding of state and federal regulations as they relate to a banking call center.
- Ability to accurately perform mathematical calculations.
- Ability to create and maintain accurate reliable records.
- Requires excellent follow-through skills, member relations skills, and sound business judgment.
- Ability to interface with others in a positive and professional manner.
- Goal-oriented with a desire to work in a fast-paced and results-driven environment.
- Demonstrates ability to work independently and be self-directed when necessary as well as the ability to work and accomplish goals in a team environment.
Responsibilities
- Supports and trains new hires, including working from HQ multiple days as needed.
- Leads or supports the On-the-Job Training (OJT) process, including coordinating and facilitating shadowing experiences.
- Evaluates Call Center Representative calls in accordance with established quality expectations.
- Provides clear, professional, and actionable feedback that drives accountability, performance improvement, and sustained results.
- Reviews quality disputes with sound judgment and escalates concerns appropriately, ensuring consistency and fairness in application of standards.
- Meets or exceeds evaluation of productivity and quality goals as established by the QA Lead.
- Demonstrates leadership presence in feedback discussions by remaining composed, objective, and professional when representatives may challenge or disagree with evaluations, keeping conversations focused on standards, expectations, and continuous improvement.
- Assist with analyzing and presenting monthly reports to the Call Center Senior Manager and leadership team.
- Maintain intermediate-level knowledge of departmental operations, policies, procedures, systems, and related programs.
- Provide coaching, feedback, and additional training support as needed to meet learning objectives.
- Partner with the Learning & Development Team to ensure Call Center training materials are accurate, complete, and current.
- Support the development and enhancement of training materials as needed.
- Promote Call Center knowledge across the Credit Union through meetings, open houses, associate exchanges, or other initiatives.
- Serve as backup to the Call Center Ambassador as needed.
- Serve as backup support for Senior Call Center Representatives.
- Champion continuous improvement and positive change within the Call Center.
- Perform effectively in a fast-paced, high-pressure environment.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
