Contact Center Quality Specialist

Community Choice Credit Union•Warren, MI

7h•Hybrid

About The Position

The Quality Specialist plays a hybrid role that integrates quality assurance, training support, and knowledge management to enhance service excellence in the contact center. This position ensures consistent evaluation of agent interactions, updates training materials, maintains the knowledge base, and supports onboarding and ongoing development. By unifying quality monitoring with learning and documentation, the Quality Specialist drives member satisfaction, agent performance, and operational consistency.

Requirements

2+ years in a contact center environment, preferably with QA or training responsibilities.
Experience with quality monitoring systems and contact center platforms.
Familiarity with QA tools (e.g., NICE, Calabrio, Verint).
Strong proficiency with Microsoft Office (Word, Excel, PowerPoint).
Experience using or managing knowledge bases and SOP repositories.
Strong attention to detail and analytical thinking.
Excellent written and verbal communication skills.
Ability to coach constructively and maintain confidentiality.
Organized, collaborative, and self-directed.

Responsibilities

Conduct call, chat, and email evaluations using a standardized scorecard.
Deliver actionable feedback to agents and Team Managers to improve performance.
Identify trends in performance and escalate systemic issues.
Support calibration sessions with QA and operations teams.
Contribute to new hire onboarding and nesting support.
Deliver refreshers or targeted coaching sessions based on QA trends.
Partner with Team Managers to address knowledge or skill gaps.
Support role play exercises and reinforcement training.
Maintain and update the contact center knowledge base and SOPs.
Ensure documentation reflects current processes, product updates, and compliance standards.
Collaborate with Subject Matter Experts (SMEs) to gather input and validate content.
Monitor agent and member feedback to identify areas where clarification is needed.
Monitor adherence to regulatory and internal policies during evaluations.
Recommend changes to processes, scripts, or training materials.
Analyze quality data to support reporting and improvement efforts.
Participate in projects to enhance agent effectiveness and member experience.