Member Experience Quality Assurance Specialist (Baton Rouge, LA)

Pelican State Credit Union • Baton Rouge, LA

46d • Onsite

About The Position

The Member Experience Quality Assurance Specialist is responsible for conducting quality audit evaluations and new account and loan reviews across various member service channels within the credit union, including but not limited to Contact Center and Retail Branches and their interactions with members. This role is crucial in ensuring consistent, high-quality member experiences through all contact points, encompassing video, electronic, and voice communications. The selected candidate will provide detailed reports and actionable insights to leadership, highlighting areas for improvement and excellence. Our Member Experience Quality Assurance Specialist must embody Pelican’s Core Values and provide excellent service in all that they do.

Requirements

• 3 years of experience at a financial institution opening member accounts and auditing or performing quality assurance reviews on member interactions, documentation, and/or member accounts.
• Excellent oral, written, and telephone communication skills.
• Strong problem-solving, attention to detail, and member service skills.
• Strong knowledge of Microsoft Office products.

Nice To Haves

• 1 year of consumer lending experience is preferred.
• 2-year college degree in business administration or related field of study.
• Additional directly related experience may be considered in lieu of meeting education requirements.

Responsibilities

• Conduct audits of phone calls, written communication, and documentation in Contact Center, Retail Branches, and other departments to ensure quality expectations are consistently being met, individual coaching needs are being routinely addressed, and operational excellence can be achieved.
• Score chat, text, video, email, phone call, written communication, and account and loan documentation according to pre-defined criteria, and record results for reporting purposes.
• Communicate outcomes of quality assurance audits to department and branch leadership and recommend individual coaching opportunities to the employees and managers.
• Audit new memberships, accounts, and loans and score them according to policies and procedures for employees on both the frontline and back-office.
• Recommend and implement staff education based on audit findings to improve service quality.
• Complete other job-related duties as assigned.

Benefits

• Medical, Dental, and Vision Insurances with generous employer premium contributions
• Health Savings Account with employer contributions for eligible employees
• Employer-Paid Group Life Insurance
• Voluntary Dependent Life Insurance
• Paid Vacation & Sick Leave
• 15 Paid Holidays, including a Cultural Floating Holiday
• 401K Plan with a 5% discretionary profit share contribution, plus a dollar-for-dollar match of up to 5%
• Paid Time Off to volunteer with approved non-profits and charities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees