Quality Assurance Analyst - MSC

California Coast Credit•San Diego, CA

9h•$25 - $32

About The Position

Quality Assurance (QA) Call Monitoring specialist evaluates customer service interactions (calls, chats, emails) to ensure compliance with company policies, accuracy, and high service standards. Key duties include monitoring live or recorded interactions, scoring agent performance using rubrics, providing feedback, and analyzing trends to improve training and customer satisfaction.

Requirements

High school diploma or equivalent required.
Minimum of one year in a quality assurance role or 2 years of proven experience in a high-volume call center
Excellent verbal and written communication skills to deliver feedback effectively.
Ability to interpret performance data, identify trends, and analyze member satisfaction metrics.
Strong ability to spot errors and compliance issues. High attention to detail to include strong listening skills and ability to give constructive feedback.
Experience with call recording systems and call center software applications.
Ability to communicate with discretion, professionalism and confidentiality when needed.
Excellent verbal and written communication skills.
Ability to multitask and thrive in a fast paced (dynamic) environment.
Excellent communication skills; sound judgment and attention to detail.
Great active listening and interpersonal skills, with the ability to build rapport.
Adheres to punctual, regular, and consistent attendance.
Ability to follow directions from a supervisor, interact effectively with coworkers, understand and follow posted work rules and procedures.
Ability to tolerate periods of continuous sitting.
Ability to work in a fast paced (dynamic) call center environment subject to background noise.

Responsibilities

Interaction Evaluation: Review calls, emails, and chats for compliance, accuracy, and customer experience quality.
Monitor Member Complaints and Feedback: Identify root cause of issues. Ensure consistency in member experience and escalate quality concern for further review.
Performance Scoring: Use standardized scorecards to rate agent performance on metrics like soft skills, script adherence, and resolution speed.
Feedback & Coaching: Provide actionable, objective feedback to call center supervisors to improve performance.
Calibration: Participate in sessions with supervisors to ensure consistent scores across the team.
Reporting & Analysis: Identify trends, training gaps, and process improvements based on evaluation data.
Compliance Monitoring: Ensure interactions adhere to credit union regulations and policies to include proper member authentication and identification.
Call evaluations and tracking.
Provide feedback to call center supervisors and participates in calibration sessions.
Identify trends and areas of improvement.
Recommend agent training.
Use data to drive better member experience and operational efficiency.
Complies with all other policies and procedures.