Interaction Quality Control Analyst

Mountain America Credit Union•Sandy, UT

17d•Hybrid

About The Position

The Servicing Quality Assurance (QA) Analyst is responsible for the overall quality of customer interactions. By analyzing and evaluating interactions, the QA Analyst makes improvement recommendations to the Servicing Operations leadership teams and monitors the results of stated recommendations. Analyst should have extensive knowledge of Loan Servicing and Asset Management processes and procedures and be able to conduct reviews with accuracy and attention to detail with limited supervision.

Requirements

2 years of customer service or related experience
High school diploma or equivalent
Intermediate skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.
Ability to work both autonomously and collaboratively in a fast-paced environment.
Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
Adaptive to change, responds positively to altered circumstances or conditions
Possess a desire and willingness to learn and continually update knowledge base on financial concepts, strategies, systems etc.
Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.
Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams
Ability to sit, talk and hear consistently
Ability to stand, walk, and use hands to handle or reach occasionally
Close vision (clear vision at 20 inches or less)
Distance Vision (clear vision at 20 feet or more)
Ability to lift up to 10 pounds occasionally

Nice To Haves

Financial institution or contact center experience preferred
Two-year college degree preferred
Experience with financial systems and analytical or reporting software preferred

Responsibilities

Analyzes and audits service incident data, emails, chats, quality calls, service levels, adjustments/research, reconveyances, subordinations, SCRA, and remittances to identify areas of service delivery that did not meet pre-established performance standards.
Provides structured and timely recommendations via verbal and written feedback to leadership.
Develops and conducts targeted group coaching/calibration sessions that address service quality deficiencies and improvement opportunities.
Uses customer service expertise to assess existing practices and procedures for process improvement opportunities within the Loan Servicing and Asset Management teams.
Identifies areas of service improvements and develops suggestions that improve the overall quality of the customer experience when interacting with the Loan Servicing and Asset Management teams.
Escalates complaints and concerns to the necessary teams or individuals for resolution.
Has a proficient understanding of Loan Servicing and Asset Management policies and procedures.
Assists in training other team members.
Provides feedback and recommendations for performance improvement or recognition.
Performs other duties as assigned.