Quality Assurance Specialist Operations

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For over 70 years, Teachers Federal Credit Union has been committed to guiding members toward building a strong financial foundation today for a better tomorrow. Named one of America's Best-In-State Credit Unions by Forbes Magazine in 2022, Teachers has grown into one of the leading credit unions in the United States. As we broaden our national reach, we will continue to ensure that Teachers is a Best Place to Bank and a Best Place to Work. Teachers offers a variety of exciting career opportunities ranging from part-time and full-time staffers to executive leadership roles.

Summary:

The Quality Assurance Specialist implements company and regulatory quality standards for the Retail and Call Center channels.

Job Duties:

• Audits and reviews quality data according to existing procedures

• Documents results in required format

• Reviews branch and call center operations and performance trends to support the retail incentive program with a central point of validation of sales practices and resulting data

• Conducts quality assurance reviews of new and existing member activity, including account opening and maintenance, transaction activity, and document scanning

• Collect, analyze, and interpret data related to procedures, feedback, and operational efficiency

• Utilize data management tools to establish a continuous stream of data to analyze, measure, and evaluate staff behaviors of the Retail Incentive Program

• Perform monthly branch quality assurance visits

• Discuss quality assurance and branch visits finding with branch leadership

• Reviews branch proofs, logs and checklists for accuracy and completeness in accordance with policy

• Monitor risk-management procedures, and maintain and analyze problem logs to identify and report recurring issues to management

• Work with member-facing staff and back office departments to handle operational exceptions by supporting the team with policy and procedure question and concerns. Directing the staff to the appropriate leadership or department

• Provide training and support to ensure quality assurance across the credit union

• Work with management to design and create job aids or other materials to support desired organizational risk management frame work and culture

• Support other risk management counterparts on projects, risk evaluations and mitigation efforts

• Observe Interactions (calls, video chats, etc.) and analyze data

• Track issues and report findings to appropriate levels of management

• Work is closely managed. Works on projects/matters of limited complexity in a support role

• Performs other duties as assigned by immediate supervisor

Qualifications and/or Education:

• High School or GED required, Associates Degree preferred

• Minimum two years' experience in bank operations required, including new account opening and account maintenance required

• Knowledge of banking quality regulations required

• Proficient in Microsoft Office Suite and Google Sheets required

• Valid NYS Driver's License required

• 20% local car travel required

• CRM Salesforce experience preferred

• Analytical and data interpretation skills

• Strong organizational skills and detail oriented

• Excellent written and oral communication skills

• Interpersonal skills and ability to work independently and with a team

• Critical/logical thinking and problem solving

The good faith range for this position is $24.00 to $29.00 an hour. This range is an estimate, based on potential employee qualifications and operational needs. The salary may vary above and below the stated amounts, as permitted by applicable law.

All candidates will be subject to a background check, credit check, and drug test to determine employment eligibility.

To learn more about Teachers and to view a full list of our job opportunities please visit https://www.teachersfcu.org/about/careers

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