Contact Center Quality Assurance Specialist (Baton Rouge, La)

The role of the Contact Center Quality Assurance Specialist is responsible for completing and administering quality audit evaluations for representatives in Contact Center (MyBranch) Member Services, Digital Services, and Lending. They are responsible for identifying and reporting trends and concerns with the quality of MyBranch employee's contact with members. This can include video, electronic, and voice communications. Our QA Specialist will score the member contacts according to pre-defined criteria and communicate with MyBranch leadership regarding the outcomes of the audits and recommended staff education. This position is responsible for coordinating with MyBranch leadership to ensure that audit feedback is delivered in a timely manner, and will provide coaching, problem solving, and guidance on both an individual level to agents as well as on the macro-level to the Vice President and management. This position exists as a unit independent of MyBranch departments to ensure reporting integrity. They will also assist with classroom and side-by-side training related to member call quality. Our ideal candidate should be comfortable working independently and as a contributing member of a team. Meeting deadlines and attention to detail are critical pieces of this position. Our Contact Center Quality Assurance Specialist must embody Pelican’s Core Values and provide excellent service in all that they do.
A DAY IN THE LIFE OF A CONTACT CENTER QUALITY ASSURANCE SPECIALIST INCLUDES:

• Conducting audits of phone calls, written communication, and documentation in MyBranch Member Services, Digital Services, and Lending to ensure quality expectations are consistently being met, individual coaching needs are being routinely addressed, and operational excellence can be achieved
• Scoring phone calls, written communication, and documentation according to pre-defined criteria, and record results for reporting purposes
• Tracking ongoing employee performance and adjust audit schedules according to outlined criteria
• Creating and maintaining a database of contact examples for training purposes.
• Working with MyBranch leadership to ensure performance improvement, or until escalation to a higher level is required.

CONTACT CENTER QUALITY ASSURANCE SPECIALIST SKILLS AND QUALIFICATIONS INCLUDES:

• 2 year college degree required or completion of specialized certifications or licensing, or completion of specialized training courses conducted by vendors
• 3 years of similar or related experience to include call center and financial institution experience.
• 1 year of lending experience preferred. Excellent oral, written, and telephone communication skills
• Strong problem-solving, attention to detail, and member service skills
• Ability to listen to a large volume of call recordings to conduct audits

OTHER THINGS YOU MAY WANT TO KNOW ABOUT THIS POSITION:

• Work Schedule
• Monday – Friday
• 8:00 am – 5:00 pm
• Travel
• Travel is rarely necessary for this position.
• Work Site Location
• All work will be performed at our beautiful Corporate Campus located at 2675 O’Neal Lane in Baton Rouge, LA.

WHY SHOULD YOU JOIN THE PELICAN TEAM?
Since 1956, Pelican State Credit Union has been providing financial services to individuals and their families throughout the state of Louisiana. We've since grown into the largest state-chartered credit union in Louisiana now serving over 68,000 members nationwide. Because of our continued growth, Pelican State Credit Union is searching for new team members that embrace our Core Values and have a desire to positively contribute to our culture.
Our culture is grounded in faith, and we strive to live the golden rule of ‘love thy neighbor’. We are dedicated to creating, promoting, and nurturing a safe and inclusive work environment, and we expect the same from each of our employees. We value diverse talents and welcome individuals with unique backgrounds, working styles, and skillsets. We believe that our differences make us a better team by allowing us to make better decisions, be more innovative, and better serve our members and communities.
Our full-time employees enjoy amazing benefits including:

• Medical, Dental, and Vision Insurances with generous employer premium contributions
• Health Savings Account with employer contributions for eligible employees
• Employer-Paid Group Life Insurance
• Voluntary Dependent Life Insurance
• Retiree insurance for eligible employees
• Paid Vacation & Sick Leave
• 15 Paid Holidays, including a Cultural Floating Holiday
• 401K Plan with a 5% discretionary profit share contribution, plus a dollar-for-dollar match of up to 5%
• Paid Time Off to volunteer with approved non-profits and charities
• Tuition Reimbursement Program

Pelican State Credit Union is an Equal Opportunity Employer and a drug-free workplace. All locations are tobacco-free facilities.

Health savings account, Health insurance, Dental insurance, 401(k), Tuition reimbursement, Paid time off, 401(k) 5% Match, Vision insurance, Volunteer time off, Life insurance