Digital Federal Credit Union · 5 hours ago
Quality Assurance Manager, Remote, (MA, NH, FL, or GA ONLY) Full-Time
Jacksonville, GA
Full-time
Remote
Entry, Mid Level
1+ years exp
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Responsibilities
Maintain understanding of how Quality is a leading indicator of business performance
Direct supervision of Team Lead(s)
Establish schedule of calibration sessions, 1 on 1s, skip level meetings and touchpoints with key business partners to ensure consistent alignment, connection and insight sharing
Report on QA results, insights and performance with guidance (the “what” and the “what now”) on recurring basis and as requested
Evaluate, advise and implement advancements to existing tools used by Quality Assurance to drive better insights and outcomes for DCU and its’ Members
Willing and able to roll up sleeves and get hands-on with both long term initiatives and day to day responsibilities as needed
Maintain a working knowledge of current Quality Assurance concepts and technologies.
Keep abreast of industry activities and monitor industry publications for relevant information in the areas of Quality Assurance and banking. Share this information with Quality Assurance team and partners across DCU
Develop and iterate on Quality Assurance policies and processes to drive efficiency and efficacy of Quality Assurance program
Participate in various learning programs and projects as requested by Member Service
Collaborate with supervisor, branch services and Info Center leadership teams, Info Center Training Specialists, IBCs, Member Experience and People Experience and Development team to diagnose needs and develop appropriate interventions. Additionally, collaborate with other business areas to serve as subject matter experts for service delivery to remain current with applicable policies or procedures
Maintain positive and productive relationship with members of DCU teams that Quality Assurance supports
Act as a role model for others, demonstrating appropriate dress, good work habits, a positive outlook, a commitment to providing outstanding member service, and a strong desire to contribute to the Credit Union's success and goals
Perform other job-related duties as assigned by Managers(s).
Qualification
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Required
BA degree in Education, Business Administration or a relevant field
1-3 years of experience in managing a Quality Assurance team in a sales or customer service environment
5 years of experience in developing Quality Assurance or Learning programs
Credit Union and/or banking experience
Demonstrates proficiency of all skills associated with IC phone agent, teller, MSR, and management Member Service positions as well as a thorough knowledge of understanding credit union policies, procedures, products, and services
Demonstrates supervisory and leadership skills including the ability to exercise good judgement in the decision-making process
Proficiency in Microsoft Office (Word, Excel, PowerPoint)
Proficiency in contact monitoring software and industry best practices
Excellent written, verbal, interpersonal and presentation skills
Extensive knowledge of DCU products and services
Extensive knowledge of DCU Branch and Info Center procedures and systems
Strong organizational skills with attention to detail
Ability to manage multiple priorities and work independently
Company
Digital Federal Credit Union
DCU is a credit union that offers personal and business banking solutions.
1001-5000 employees
H1B Sponsorship
Digital Federal Credit Union has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (4)
2022 (4)
2021 (4)
2020 (4)
Funding
Current Stage
Late StageLeadership Team
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Michelle Caissey
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Recent News
Business Insider
2024-11-25
2024-04-09
Business Insider
2024-04-08
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