Contact Center Quality Analyst jobs in New York

DATE: May 23, 2024

STATUS: Full time / Non-Exempt

REPORTS TO: Manager, Member Service Center

LOCATION: Corporate Office

COMPENSATION: The starting hourly wage for this position is expected to be around $27 per hour. The actual hourly wage will be determined based on experience and other-job related factors, consistent with applicable law.

HOURS: 37.5 hours per week

SCHEDULE: Shifts during the following hours of operation: Monday – Friday 8:00am – 6:00pm, Saturday 8:00am – 2:00pm

The primary function of the Quality Control (QC) Specialist for the Member Service Center (MSC) is responsible for ensuring that the quality of activities performed by MSC staff members on the Genesys platform exceeds member expectations and adheres to policies and procedures. The QC Specialist must be a team player and role model for others and perform all responsibilities in a manner that serves The Summit’s Mission and upholds the credit union’s team values.

Quality Control

• Evaluate MSC employee’s member interactions and communications with-in various channels (calls, chat, email) by completing monthly quality audits based on Genesys system configurations and quality management platform.
• Measure verification process by MSC employees to the Member Identification Guidelines to ensure member privacy and to mitigate security risk.
• Assess relationship building skills and provide feedback related to the Creating Member Loyalty program and requirements.
• Provide adequate positive (reinforce positive behaviors) and constructive feedback to employees to correct errors or omissions, mitigate fraud and loss, and to identify training needs to improve employee performance.
• Provide adequate feedback and trending to leadership team to improve employee performance and productivity.
• Identify and recommend potential improvements by doing root cause analysis (RCA) to enhance internal controls, increase efficiency and productivity.
• Maintains quality control spreadsheets, forms, and tracking logs in the Genesys platform
• Complete quality evaluation forms within Genesys Cloud with sample calls to support ratings
• Review member surveys and make recommendations to aid in department achieving and/or exceeding goals by promoting service excellence.
• Review and work department survey alerts, which includes following up with members and/or staff.
• For quality assurance purposes, document all member contact and requests for assistance.
• Participate in and review the Member Escalation process and make recommendations for changes and communicated recommendations to the Training department.
• Pull call samples from the Genesys platform for the department and the branch network from the phone system.

Quality Support

• Provide operational support to the MSC leadership as needed as needed and to meet overall daily metrics.
• Provide assistance by answering the 7510 staff support line as well as system overrides as needed.
• Provide MSC leadership and the training department coaching, and development opportunities based on call quality reviews and KPI results.
• Based on QC recommendations, continue to analyze quality performance and identify any additional trends or opportunities
• Identify year over year quality trend analysis and outliers.
• Assist in in continuous training of employees, as well as provide guidance and counseling in employee development.

• Review and adjust phone system’s interactive voice response (IVR) voice steering components to promote member self-service and increase IVR containment percentages
• Oversight of the speech and text analytics and identification/quality evaluation forms

Education & Experience - Applicants must possess the following qualifications or an equivalent combination of education and experience:

• Education: High School Diploma/GED equivalent. Bachelor’s degree preferred, or an equivalent combination of education and experience.
• Experience: Minimum 3-5 years of call center experience with 2-3 years’ experience in quality management.

• Advanced written and verbal communication skills with the ability to provide feedback and train others in a supportive and respectful manner
• Attention to detail
• Analytical skills
• Listening skills
• Must be able to prioritize time and meet deadlines
• Microsoft Office Suite, particularly: Outlook, Word, and Excel
• Office equipment (i.e. calculators, computers, printers, copiers, multi-line phone systems and fax machines)
• Intranet/Internet, navigation of web-based vendor systems, and utilization of teller & banking software

Licensure Requirements

• Lifting (5-10 pounds)
• Standing/Sitting extended periods of time, while working in front of computer monitor
• Typing / Data Entry
• Professional Office Environment
• Overhead Lighting

EQUAL OPPORTUNITY EMPLOYER: The Summit Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, protected veteran status, or status as a qualified individual with disability.

Subject to the compliance requirements of all related federal regulations, including but not limited to; the Bank Secrecy Act (BSA), Anti Money Laundering (AML), Information Security and Privacy policies and procedures. Employees complete annual BSA, AML, Information Security, Privacy, and other job-related training requirements as established by the Summit and within deadlines.

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  Note: The above information on this job has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.