Contact Center Quality Analyst

Corda Credit Union • Hiawatha, IA

2d

About The Position

Corda Credit Union is seeking a Contact Center Quality Analyst to help ensure Contact Center team members follow established policies and procedures while delivering an exceptional member experience. The role reviews and scores recorded calls, texts, chats, and emails; provides constructive feedback and coaching; prepares reports; and partners with leadership and other departments to strengthen processes, manage risk, and improve efficiency.

The analyst supports Corda Credit Union’s mission and Core Principles and helps ensure members receive consistent, accurate, and exceptional service. Success includes supporting team member development, aligning practices with policies, procedures, and regulatory requirements, identifying trends and recommending solutions, and contributing to effective internal controls, reduced risk, and continuous improvement.

Nice To Haves

• Strong written and verbal communication skills, including the ability to provide constructive feedback and communicate recommendations effectively.
• Excellent attention to detail and the ability to analyze information, recognize trends, and identify opportunities for improvement.
• Strong organizational and time management skills, with the ability to prioritize responsibilities and meet deadlines.
• Proficiency with technology and computer applications.
• Ability to exercise independent judgment and make sound decisions based on established policies, procedures, and risk and compliance requirements.
• Professionalism, discretion, and sound judgment when handling confidential information.
• Collaborative approach and ability to build positive working relationships across departments.

Responsibilities

• Review and score recorded calls, texts, chats, and emails to assess adherence to established procedures, authentication and accuracy standards, and member-experience expectations.
• Provide Contact Center team members with regular, constructive written and verbal feedback, recognizing effective practices and identifying opportunities for improvement.
• Prepare and share reports that provide meaningful insights, promote accountability, and support informed leadership decisions.
• Recommend updates to policies, procedures, and processes to address deficiencies, improve efficiency, and establish sustainable best practices.
• Partner with leadership and other departments to strengthen processes, manage risk, and improve efficiency.
• Use data and observations to identify trends, recommend solutions, support team member development, and promote consistent, high-quality member experiences.
• Support effective internal controls, reduced risk, and continuous improvement across the Contact Center and beyond.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed