Apply on Employer Site

Golden 1 Credit Union · 4 months ago

MSCC Admin - Bilingual Quality Assurance Specialist

United States

Full-time

Remote

Mid Level

$22.75/hr - $28/hr

3+ years exp

Golden 1 Credit Union is seeking a Bilingual Quality Assurance Specialist to monitor and evaluate interactions between members and employees in both English and Spanish. The role involves providing feedback to ensure compliance with quality standards and enhancing member satisfaction.

BankingFinanceFinancial Services

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. To achieve objectives the job incumbent is required to perform the following:

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

Performs other Quality auditing functions and/or other duties as assigned by the Supervisor

Qualification

Quality AssuranceBilingual (English/Spanish)Microsoft WordMicrosoft ExcelMicrosoft AccessCustomer ServiceListening SkillsAnalytical SkillsRegulatory KnowledgeEffective CommunicationInterpersonal Skills

Required

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, including the methods and principles of sound business practices

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

Bilingual skills are a must - English/Spanish

Fluent ability to read, speak and use proper grammar in English and Spanish

The ability to speak the standard form of the language without using English or slang

The ability to speak the language with sufficient accuracy to converse and be understood by native speakers, who do not understand English, without difficulty

The ability to compensate for not knowing exact terminology by defining or describing any unknown terms effectively without resorting to English

The ability to describe objects, routines, and events in detail

The ability to elaborate in detail about topics familiar to the candidate

The ability to state and support a point of view on a topic of interest to the candidate in general terms

The ability to speculate and hypothesize about possible causes, outcomes, and/or occurrences in extended discourse

Ability to work a flexible schedule, including Saturdays

Must pass a verbal Spanish assessment successfully through Language Testing International within 90 days of employment