Quality Analyst

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

The Quality Assurance Representative performs audit functions within the department including monitoring contact center and member assist calls. Other audit functions include reviewing wires, loans, VyChats, escalations, OJT phone time and other transactions. Findings are provided to various levels of management to make clear assessment regarding the level of quality services that VyStar provides to members and to assess training needs. The incumbent is accountable for the accuracy, completeness, and consistency of all QA work results, as well as maintaining confidentiality of information.

• Ensure contact center and member assist calls are properly recorded. This includes troubleshooting and coordinating with members of contact center management, retail management and OJT Trainers.
• Evaluate recorded calls and VyChat transcripts for all contact center employees to improve or maintain call quality. Review security procedures being followed which are reported monthly for auditing. Evaluations are submitted to contact center employees and their Assistant Manager which are used for coaching. Evaluators should maintain a high level of accuracy, knowledge, completeness, and professional feedback.
• Continuously calibrate as team, both through scheduled and open dialogue to ensure the consistency of call evaluation that each QA representative performs. Schedule and facilitate monthly leadership calibrations and monthly listening sessions with Contact Center and Retail Management.
• Perform call and VyChat reviews along with member account research that is referred by Operations Support, Contact Center and Retail Management through escalation research. Evaluates OJT representatives during phone time to ensure security procedures are being followed, and document coaching opportunities.
• Review wires processed by Contact Center to ensure both wire procedure and security procedures were properly followed.
• Train other Verint users on Verint systems and coordinate on quality assurance best practices.
• Create reports using Verint to coordinate trend analysis to contact center management and as requested for Ad Hoc needs.
• Forward observations of call avoidance and member impacted trends for coaching opportunities.
• Maintain proficiency in systems including but not limited to ATLAS/Miser, MeridianLink, Quick Assist, Verint (Quality Monitoring Interactions, Reports, Performance Management, Speech Analytics and Form Designer), XIMA, Glia and Microsoft Office Suite.
• Maintain knowledge of all changes in the credit union policies, procedures, service products, to include loan and deposit compliance regulations.
• Maintains confidentiality and integrity of all member accounts, as well as confidentiality with employees.
• Performs other duties as assigned.
• All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!