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Community Choice Credit Union · 6 hours ago

Contact Center Quality Specialist

Warren, MI, US

Full-time

Hybrid

Entry, Mid Level

$22.55/hr - $22.55/hr

2+ years exp

Community Choice Credit Union is dedicated to helping its members achieve their desired life. The Quality Specialist plays a hybrid role that focuses on quality assurance, training support, and knowledge management to enhance service excellence in the contact center.

BankingCreditFinancial Services

Comp. & Benefits

Responsibilities

Conduct call, chat, and email evaluations using a standardized scorecard

Deliver actionable feedback to agents and Team Managers to improve performance

Identify trends in performance and escalate systemic issues

Support calibration sessions with QA and operations teams

Contribute to new hire onboarding and nesting support

Deliver refreshers or targeted coaching sessions based on QA trends

Partner with Team Managers to address knowledge or skill gaps

Support role play exercises and reinforcement training

Maintain and update the contact center knowledge base and SOPs

Ensure documentation reflects current processes, product updates, and compliance standards

Collaborate with Subject Matter Experts (SMEs) to gather input and validate content

Monitor agent and member feedback to identify areas where clarification is needed

Monitor adherence to regulatory and internal policies during evaluations

Recommend changes to processes, scripts, or training materials

Analyze quality data to support reporting and improvement efforts

Participate in projects to enhance agent effectiveness and member experience

Qualification

Quality monitoring systemsContact center platformsQA toolsMicrosoft OfficeKnowledge base managementAnalytical thinkingCoaching skillsSelf-directionAttention to detailWritten communicationVerbal communicationOrganizational skillsCollaboration