Quality Assurance (QA) Supervisor

Tropical Financial Credit Union•Miramar, FL

41d

About The Position

The Quality Assurance (QA) Supervisor is responsible for monitoring and evaluating the quality of member interactions within the designated service channels within the corporation. This role ensures that all communications are aligned with company standards and regulatory requirements, while supporting the delivery of constructive insights to improve employee performance, strengthen service and sales delivery, and contribute to a consistent and positive member experience. The QA Supervisor supports coaching efforts by providing objective feedback to improve service and sales delivery and enhance continuous improvement and maintain a high standard of service excellence.

Requirements

Knowledge of Credit Union or banking related products and services preferred.
Display a high degree of motivation, initiative, collaboration and actively interact and be an engaged team player.
Participate in teamwork, as well as the willingness and ability to learn new tasks and duties within a changing and work in a high volume, fast-paced work environment.
Attention to Detail to read and interpret documents such as policy, procedure manuals, and job-aides.
Exhibit high degree of professionalism and confidentiality in handling and accessing sensitive information.
Communication Skills: Excellent verbal and written communication skills, with the ability to deliver clear and constructive feedback.
Technical Skills: Must have working knowledge of computers, strong clerical skills and proficiency in contact center software, QA tools, and Microsoft Office Suite (Excel, Word, PowerPoint).
Analytical Skills: Strong attention to detail, with the ability to monitor and analyze call recordings and performance metrics objectively.
Problem-Solving Skills: Ability to identify root causes of performance issues and suggest actionable improvements.
?Interpersonal Skills: Collaborative team player who can work effectively with lending officers, supervisors, and management.
Time Management: Strong organizational skills with the ability to handle multiple priorities and meet deadlines.
Ability to handle multiple tasks and changing priorities in an efficient and effective manner.
Ability to work effectively without direct supervision.
Reliable, detail-oriented and strong organizational skills.
Must work well in a team and collaborate with other departments, managers, and our outside resource partners.
Create/Participate in a positive team environment that encourages collaboration, continuous improvement, and accountability.
Flexible working in a fast-paced, dynamic environment.
Bachelor's degree preferred or equivalent combination of education, training, and experience.
Minimum of 5 years of experience in a contact center, digital banking, consumer lending environment, with at least 3 years in a quality assurance or performance monitoring role.
Working knowledge of banking operations, service channels, compliance standards and digital/member service platform preferred.
Knowledge of banking systems preferred, including products and services, handling online/digital transactions, and telephone transactions with the ability to resolve issues or complaints.

Responsibilities

Monitor and Evaluate Member Interactions
Regularly listen and assess live or recorded member interactions using established QA evaluation scorecard forms.
Ensure consistency in delivery of service standards and adherence to corporate and departmental policies and procedures.
Score interactions based on key criteria such as professionalism, accuracy, regulatory compliance, communication tone, and problem resolution through our Integrity Selling methodologies and principles.
Support QA Feedback
Prepare detailed performance documentation for each evaluation conducted.
Deliver constructive feedback to department management and training for use in performance and coaching session(s), focusing on areas of strength and opportunities for improvement.
Assist in identifying patterns that may indicate training needs or process improvement opportunities.
Uphold confidentiality and maintain objectivity when reviewing employee interactions and documenting evaluation results.
Assist in QA Development
Participate in calibration sessions to align QA scoring with internal standards.
Contribute ideas for enhancing QA forms and evaluation criteria based on frontline observations and evolving member expectations.
Stay informed of policy, procedure, and regulatory updates impacting member satisfaction.
Recommend improvements to policy, and procedures to enhance employee and member satisfaction.
Maintain QA Documentation and Reports
Accurately maintain QA evaluation records for auditing and performance tracking.
Assist in compiling QA data for reports that identify trends, common errors, and operational challenges.
Generate reports to identify trends, challenges, and training needs.
Provide actionable insights and recommendations to management for enhancing team performance.
Collaborate with Cross-Functional Teams
Partner with trainers and the management team to align quality standards and member satisfaction goals.
Share QA insights with Team Managers and Senior Management to support strategic service initiatives and departmental performance goals.
BSA Compliance: Every employee is required to uphold the Credit Union's compliance with the Bank Secrecy Act (BSA) and anti-money laundering (AML) policies and procedures.
This role has an awareness of unusual or suspicious activity that is relevant to the department.
In addition to any other assigned training courses, BSA and OFAC courses must be completed at least annually.
Ensure ongoing individual compliance with all regulatory requirements established in the SAFE Act, if required.
Knowledge of BSA, Customer Identification Program (CIP), USA Patriot Act, OFAC, Fair Lending, and Credit Card Act.
Comply with all TFCU policies and procedures to ensure compliance with such regulations.
Performs related duties as required with or without accommodation.
Perform other duties as assigned, with or without accommodation.