Contact Center Quality Analyst

Corda Credit Union • Hiawatha, IA

3d

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 recorded calls, texts, chats, and emails; provides constructive feedback and coaching; and partners with leadership and other departments to strengthen processes, manage risk, and improve efficiency.

The analyst uses data and observations to identify trends, recommend solutions, support team member development, and help ensure practices align with established policies, procedures, and regulatory requirements. The role contributes to effective internal controls, reduced risk, continuous improvement, and consistent, accurate, high-quality member experiences while supporting Corda Credit Union’s mission and Core Principles.

Requirements

• 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 evaluate whether team members follow established procedures, meet authentication and accuracy standards, and provide a positive member experience.
• Provide regular constructive feedback through written and verbal communication, identifying improvement opportunities, recognizing effective practices, and supporting team member development.
• Prepare and share reports that provide meaningful insights, promote accountability, and help leadership make informed decisions.
• Recommend updates to policies, procedures, and processes to address deficiencies, improve efficiency, and establish sustainable best practices.
• Use data and observations to identify trends and recommend solutions.
• Partner with leadership and other departments to strengthen processes, manage risk, and improve efficiency.
• Support and demonstrate Corda Credit Union’s mission and Core Principles.

What This Job Offers

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