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UNFCU · 2 weeks ago

Global Cards Solutions Training & Quality Assurance Supervisor

Queens, NY

Full-time

Hybrid

Mid, Senior Level

$93K/yr - $120K/yr

3+ years exp

UNFCU is a global not-for-profit financial institution that serves the UN community. They are seeking a Global Cards Solutions Training & Quality Assurance Supervisor to support and guide GCS staff in delivering an exemplary member experience while managing training, quality assurance, and departmental operations.

AccountingFinanceFinancial ExchangesFinancial ServicesMobile AppsPayments

Responsibilities

Uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors

Supervise the work of GCS staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed

Manage GCS training, development and quality assurance. Ensure that effective development plans are defined and accomplished by all GCS staff and ensure that all member emails are responded to and resolved within quality guidelines

Identify opportunities for training and assist in developing cost-effective training and learning to meet all training needs

Generate and analyze detailed reports outlining workplace efficiency and develop action plans to foster improvement

Track various queues simultaneously to identify potential issues and preemptively rectify them

Schedule and conduct group learning activities as needed

Evaluate employee key performance indicators and identify training needs and development opportunities

Recommend and help to implement strategies and actions to mitigate risks and solve issues

Lead calibration sessions with the GCS leadership team to ensure coaching consistency across the department

Work with AVP, GCS Operations to ensure all systems and file protocols are working as expected

Conduct ongoing quality reviews and maintain QA dashboards to monitor trends, evaluate outcomes, and coaching impact across interaction channels

Maintain and govern the GCS procedural library, ensuring Standard Operating Procedures (SOPs) are accurate, version controlled, audit compliant, and aligned with current systems and policies

Develop, train, coach, evaluate, and motivate reporting staff to maximize performance and foster service excellence

Collaborate with GCS leadership and cross-functional teams to align training and quality strategies with departmental goals, operational changes, and member experience initiatives

Support vendor management activities by tracking service level performance, maintaining compliance documentation and participating in reviews and audits

Work with Lead, Process Improvement to ensure department processes and operational procedures are up-to-date in the Document Library

Conduct system testing and assist in system implementation/upgrades

Maintain audit-ready QA and training records. Support internal and external audits, including documentation related to regulations and departmental procedures

Perform additional responsibilities as assigned

Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct