Universal Service Center - Quality Assurance Analyst
About The Position
Be a trusted voice behind the scenes that elevates the member experience. As a Quality Assurance Analyst within Metro’s Universal Service Center, you’ll play a critical role in shaping service excellence across the organization. By reviewing member interactions, analyzing performance trends, and providing clear, actionable feedback, you’ll help frontline teams deliver consistent, high-quality service while ensuring compliance with policies, procedures, and regulatory standards. This role is ideal for someone who enjoys digging into details, spotting patterns, and influencing positive change. You’ll partner closely with leaders and frontline teams, contribute to coaching strategies, and support continuous improvement initiatives that directly impact member satisfaction and operational success. If you bring strong judgment, a collaborative mindset, and a passion for quality, this is an opportunity to make a meaningful impact beyond the front line.
Requirements
- High school diploma or equivalent.
- 3+ years of banking or financial services experience.
Nice To Haves
- Prior quality assurance, quality control, or performance review experience strongly preferred.
- Strong written and verbal communication skills with the ability to deliver clear, constructive feedback.
- Excellent attention to detail and sound judgment when evaluating performance and compliance.
- Ability to work independently, manage competing priorities, and collaborate across teams and leadership levels.
- Comfort using systems, reports, and data to identify trends and support recommendations.
Responsibilities
- Evaluate member service interactions to ensure alignment with Metro’s service standards, policies, and regulatory requirements.
- Apply quality assurance frameworks consistently while identifying trends, risks, and opportunities for improvement.
- Prepare detailed scoring reviews that highlight strengths, identify performance gaps, and support targeted coaching conversations.
- Deliver timely, insightful reporting to leadership to support data-driven decisions and performance improvement initiatives.
- Partner with managers to ensure quality expectations are clearly understood and consistently applied.
- Support the ongoing refinement of QA protocols as service models and expectations evolve.
- Serve as a subject-matter resource by assisting with escalated member inquiries and supporting frontline teams during peak periods.
- Contribute to onboarding and training efforts by reinforcing quality expectations and best practices.
Benefits
- Health, Dental, and Vision coverage for employees working minimum of 20 hours/week; Metro provides assistance toward premiums and copays and provides 100% coverage on prescription copays.
- All staff eligible for annual bonus and annual (vesting) retention bonus
- 3 weeks paid vacation per year; 11 paid holidays
- 401(k) with matching plan and Safe Harbor Plan – Metro contributes 3% regardless of your contribution
- Wellness Incentives; Employee Assistance Program; Flexible Spending Account; Prescription Drug program and range of voluntary benefits (LTD, STD, AD&D); access to no-interest loans; $150/Quarter reimbursements for wellness and lifestyle expenses
- Discounts on Pet Insurance
- Strong growth opportunities – attain your long-term career goals at Metro
- Individual Development Plans
- Position-related or job-related tuition assistance (1 year eligibility)
- Superb in-house training programs
- Growing, dynamic environment with a strong culture and exceptional team of co-workers
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
101-250 employees
