Universal Service Center - Quality Assurance Analyst

Wednesday, February 19, 2025

Join our dynamic Member Services Team to help support and ensure quality service is consistently delivered to our members. Review service metrics and provide invaluable feedback and reporting to management. As a Quality Assurance Analyst, you’ll review quality service metrics across various Credit Union operational/member service tasks and functions. Work in conjunction with various department managers to confirm that staff meet or exceed assigned service metrics in accordance with Credit Union standards while ensuring adherence to Metro’s policies, procedures, and regulations. Provide feedback, write detailed interaction scoring reviews, and provide reporting to department management.

Essential Job Functions:

• Verify quality assurance of all member contact channels (telephone, chat, e-banking, etc.) by monitoring a number of defined engagements per agent per month per workgroup through a combination of live observation, recorded interactions, and review of processed account transactions and funded loans.
• Provide management with regular feedback and reporting for employee development and coaching.
• Assist with overall roll-up key performance indicator (“KPI”) monitoring and reporting across the Credit Union to ensure overall performance to service standards.
• Coordinate scheduling in accordance with staffing models, service level agreements (“SLA”) metrics, and KPI requirements.
• Regularly review member feedback and report on needed follow-up or deficiencies in service provided. Recommend process improvements to management.

Requirements:

• Education and Experience
• High school diploma or equivalent strongly preferred.
• Minimum of 3 years of banking experience strongly preferred.
• Prior customer service experience required; quality control experience strongly preferred.
• Skills/Knowledge/Certifications
• Strong communication skills - verbal and written. Ability to effectively synthesize and present information.
• Superb attention to detail with demonstrated organizational and time management skills.
• Ability to effectively interact with all levels of management.
• Adept at multitasking, prioritizing skills, and ability to work independently.
• Strong analysis skills and proficiency with technology and software.

Why Join our Team:

• Health, Dental, and Vision coverage for employees working minimum of 20 hours/week; Metro provides assistance toward premiums and copays and provides 100% coverage on prescription copays.
• All staff eligible for annual bonus and annual (vesting) retention bonus.
• 3 weeks paid vacation per year; 11 paid holidays.
• 401(k) with matching plan and Safe Harbor Plan – Metro contributes 3% regardless of your contribution.
• Wellness Incentives; Employee Assistance Program; Flexible Spending Account; Prescription Drug program and range of voluntary benefits (LTD, STD, AD&D); access to no-interest loans; $150/Quarter reimbursements for wellness and lifestyle expenses.
• Strong growth opportunities – attain your long-term career goals at Metro.
• Individual Development Plans.
• Position-related or job-related tuition assistance (1 year eligibility).
• Superb in-house training programs.
• Growing, dynamic environment with a strong culture and exceptional team of co-workers.

About Metro Credit Union: Established in 1926, Metro has grown to be the largest state-chartered Credit Union in Massachusetts with 18 branches, 220,000 Members and $3.4B in assets. Our focus has always been helping local people, businesses and non-profit organizations reach their goals. Our perspective is unique because it is local and hyper-focused on the specific needs of our local communities. We are a high performing, financially sound, not-for-profit, financial cooperative, owned by and operated for our Members. Our commitment is to provide quality banking solutions that support the economic vitality of the individuals and businesses within the markets we serve. This commitment strengthens local communities, creating a positive impact on people's lives.