Member Service Center Quality Assurance Manager job vacancy in Alaska USA Federal Credit Union – Jobs in Alaska

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Job Details
Company Name : Alaska USA Federal Credit Union
Company Location : Anchorage, AK 99508
Job Position : Member Service Center Quality Assurance Manager
Job Category : Jobs in Alaska

Job Description :

Overview:

Reports to: Varies

Functions Supervised:
Member Service Center Quality Assurance

Primary Functions:
Supervise the activities of the quality assurance reviews of Member Service Center interactions through the documented monitoring process with an emphasis on service delivery and first contact resolution. Schedule and present results to MSC leadership with a focus on supporting the department operating plan and business objectives across all supported contact channels.

Duties and Responsibilities:
  • Responsible for ensuring the delivery of prompt, professional, helpful, knowledgeable and courteous member service in all supported contact channels.
  • Coach, lead and motivate MSC Quality Assurance employees; promote participation in recommendation of products and services. Meet with employees regularly to establish and reinforce department and organizational goals.
  • Responsible for the review of the quality and accuracy of fulfilling member requests.
  • Work closely with the MSC management to continually enhance and develop the knowledge of the MSC and Quality Assurance Specialists.
  • Manage criteria of the Quality Assurance scorecards, permissions and controls; updating as appropriate.
  • Assist in developing additional training programs with the RFS Training team.
  • Recommend updates to the established training programs within MSC as patterns/trends of training opportunities are identified.
  • Coordinate the completion of assigned scorecards and work with the Workforce Management Team to coordinate employee review of completed scorecards.
  • Provide support to staff by training and developing; coach, lead and motivate specialists.
  • Perform duties of the Member Service Center Quality Assurance Specialist by listening to recorded or live calls, e-mail, chats and rating them using approved scorecards. Listens to QA calibration sessions with MSS staff scoring Quality Analyst using evaluation tools.
  • Perform other duties as assigned.

Qualifications:

Education: High school graduate or equivalent.

Creditable Experience in Lieu of Education:
Not Applicable

Experience/Skills:
Strong communications and personnel management skills required. Capable of working independently and exercising sound judgment as related to primary functions. Requires strong interpersonal skills and leadership abilities. Directly related work experience and/or accelerated training completion may be substituted for tenure.

Tenure:
Not Applicable

Equal Opportunity Employer

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