MSCC Admin - Bilingual Quality Assurance Specialist

Golden 1 Talent Acquisition Team • Sacramento, CA

140d • $22 - $28

About The Position

The Bilingual Quality Assurance Specialist is concerned with monitoring and evaluating the interaction between members and employees (in both English & Spanish) and providing feedback to reinforce or sustain work expectations and processes as needed. This is to help ensure sound department operation, maximum efficiency, and member satisfaction.

Requirements

• AA Degree in related field or equivalent work experience.
• Three years or more at Golden 1 or at another financial institution providing customer service and support in a Member Service Contact Center environment.
• Strong knowledge of all Golden 1 products and services, policies, procedures, and regulatory requirements.
• Knowledge of intranet/internet.
• Effective oral, written and interpersonal skills required to provide feedback on Contact Center Quality issues/concerns.
• Exceptional listening and analytical skills.
• Experience with Microsoft Word, Excel, and Access preferred.
• Bilingual skills are a must - English/Spanish.
• Fluent ability to read, speak and use proper grammar in English and Spanish.

Nice To Haves

• Preferably have NICE/Nexitia experience.

Responsibilities

• Perform objective call evaluations.
• Identify trends or issues that impact member satisfaction and quality standards.
• Communicate, document and report skill deficiencies, member concerns and call trends to Supervisors.
• Ensure that employees are using the correct tools, following company policies and procedures, providing accurate and objective evaluations, and are performing ethically.
• Listen to recorded and/or live interactions between Member Service Contact Center employees and Members.
• Review and score the recorded and/or live interactions.
• Provide documentation and/or verbal feedback to Contact Center Representative and respective Supervisor.
• Support and partner with Supervisor in the coaching, evaluation, or on further research/clarification of issues for quality assurance.
• Facilitate and attend calibration sessions.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws.
• Develop and maintain a thorough knowledge of Golden 1 products and services, and policies and procedures.
• Monitor and comply with all established security, internal audit, and applicable government policies and regulations.
• Maintain required records and provide reports as required by Member Service Contact Center Management.
• Maintain knowledge of current functions of the Contact Center including Support, Member Solutions and MSCC e-mail team.
• Complete Regulatory Training Modules as required.
• Perform other Quality auditing functions and/or other duties as assigned by the Supervisor.

Benefits

• $22.75 - $28.00 hourly pay range + $1.00 bilingual differential.

What This Job Offers

• Education Level: Associate degree