Member Solutions Quality Assurance Specialist Sr

Landmark Credit Union Talent Acquisition • Brookfield, WI

1d

About The Position

At Landmark Credit Union, we succeed by putting people first - and that starts with you. Our culture of inclusion and collaboration enables us to support our members’ financial wellbeing, positively impact the communities we serve, and help our associates grow their careers. Bring your authentic self to work as part of an organization where you’ll feel valued for your unique qualities, are enabled to reach your full potential, and are recognized for your contributions to our success. We strive to ensure you feel empowered to grow and succeed, while also feeling valued and taken care of, as we all do our part to put people first. We invite you to learn more about this and other opportunities at Landmark Credit Union.
NATURE AND SCOPE
This position reports to the AVP of Member Solutions and serves as a subject matter expert for department-specific onboarding, training, and quality initiatives. The role has primary responsibility for designing, leading, and continuously improving onboarding and ongoing training programs to ensure consistent performance, compliance, and alignment with operational standards.

In addition to training delivery, this role provides strategic quality oversight beyond onboarding, identifies performance trends, and partners closely with department leadership, compliance, and training teams to drive continuous improvement. The position plays a key role in shaping department readiness, associate capability, and long-term quality outcomes through advanced coaching, training, and quality review practices.

Requirements

• High school diploma or equivalent, and minimum one year as a Member Solutions Quality Assurance (QA) Specialist, or a minimum of three years of quality assurance experience at a financial institution, preferably within collections. Experience developing and facilitating training may be considered in lieu of collections experience.
• Ability to quickly learn and maintain a thorough knowledge of department policies, procedures, and processes.
• Excellent verbal and written communication skills, problem solving skills, organizational skills and the ability to work independently. Bilingual skills preferred.
• Must have ability to use independent judgment and discretion in various situations while maintaining a high degree of confidentiality.
• Experience or ability to gain proficiency in all programs and systems used for this job.
• Must develop a thorough understanding of company policies and procedures as they relate to this position. Must comply with all company policies and procedures and all job-related State and Federal laws and regulations.

Nice To Haves

• Bilingual skills preferred.

Responsibilities

• Partners with managers and QA Specialists to calibrate scoring and evaluate call components while providing senior-level support. Functions as the trusted subject matter expert and researcher for departmental procedures impacting QA scoring and quality outcomes.
• Leads the design and delivery of comprehensive onboarding and advanced training for the department, leveraging classroom, online, and side-by-side learning methods to drive consistency, compliance, and quality expectations.
• Monitors and ensures completion of onboarding and ongoing training requirements for associates, offering in-depth progress analysis and strategic recommendations to managers to support performance and quality improvement.
• Analyzes training effectiveness and associate performance metrics, translating insights into actionable recommendations to enhance learning outcomes, quality results, and overall team performance.
• Owns the continuous improvement of training materials and manuals, ensuring alignment with departmental standards, regulatory requirements, and quality objectives.
• Leads ongoing, in-depth quality reviews beyond onboarding to ensure sustained adherence to departmental standards, producing detailed analysis and trend reporting to inform continuous improvement initiatives.
• Completes recurring monthly and quarterly quality initiatives, including developing quality tips or newsletters, partnering with Team Leads to design quarterly quizzes, and facilitating at least one quarterly learning session for Member Solutions associates focused on call control and soft-skill development.
• Collaborates regularly with department leaders, Compliance, and Training teams to ensure quality resources, training programs, and processes align with operational needs and regulatory requirements.
• Maintains Quality Assurance program templates, tracking tools, and associate responsibility documentation to support monitoring activities, including end-of-month audits and the accurate transfer of data to IT as required.
• Communicates and distributes targeted email communications and scripting guidance to the Member Solutions department as needed to reinforce process changes, quality expectations, and situational or risk-related concerns.
• Reviews and analyzes exception reports to ensure compliance and audit adherence, validating alignment with established policies, procedures, and regulatory standards.
• Leads the development and facilitation of specialized training for complex processes and roles, collaborating with subject matter experts and leadership to support operational effectiveness and risk mitigation.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED