Contact Center Quality Analyst jobs in Aiken, SC

Essential Duties and Responsibilities:

• Responsible for selling and cross-selling Credit Union services to current and potential members. Credit Union services are to be promoted using the "member benefit-based approach".
• Fully complies with the requirements of all Credit Union policies, including but not limited to the Bank Secrecy Act, the Patriot Act and OFAC Policies.
• Acts as a source of information and answers operator/agents questions, assigns tasks, follows up and gives instructions as necessary.
• Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
• Attends, follows up and resolves member complaints.
• Responsible for coaching and developing agents.
• Responsible for assisting call center agents in performing their duties. Provides support, reports and resolves problems and complaints.
• Must Maintain a high level of confidentiality and exercise independent judgement and analysis
• Assist Assistant Manager and Manager with taking escalated calls.
• Participates in regular product training exercises to maintain product knowledge.
• Works with Manager and Assistant Manager to ensure process and procedures are followed.
• Provide on call assistant with Assistant Manager and Manager is not available.
• Leads by example and has exhibited leadership skills/capabilities.
• Constantly exceeds departmental goals and expectations.
• Supervise and support staff and assist with continuing professional development
• May be assigned other tasks by appropriate line supervision.
• Document and communicate with Management on staff and member concerns

Supervisory Responsibilities:

• Monitors calls to observe agent demeanor, technical accuracy, and conformity to department polices.
• Support management decisions and goals in a positive and professional manner
• Consistently demonstrates traits of Leadership, Positive Attitude, Professionalism, and Dependability
• Monitors queue and tracks inbound calls
• Listens and coach staff on calls, problem solving, and build member relationships for quality assurance

• Track direct report goals, achievements and awards in UKG
• Manage time on UKG of staff members assigned
• Plan, schedule and document individual sessions with staff for growth and retention
• Other tasks may be assigned or changed as needed

Other Skills:

• Great interpersonal and phone etiquette including a pleasant, professional speaking voice
• Member focused
• Detail oriented and ability to multi-task.
• Ability to apply common sense understanding of financial transactions and carry out detailed but uninvolved written or oral instructions
• Ability to solve problems involving a few concrete variables in standardized situations.
• Ability to receive and respond appropriately to coaching and constructive feedback.
• De-escalation of member calls for a positive outcome.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Office software including Windows, Word, Excel, Outlook Email /Calendar and Internet Explorer software. Experience with Symitar, Episys, Digital Insight and system preferred, or PSCU or other core banking software. 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Regularly required to stand; use hands to finger, touch or feel and reach with hands and arms.  Frequently required to walk, stand, stoop, kneel, crouch or crawl.  Occasionally required to sit, climb and balance.  Frequently required to lift and/or move up to ten pounds and occasionally lift/or move up to twenty-five pounds. Regularly required to listen and interpret information received through spoken words and sentences in person and by the phone and accessed via the computer.  Regularly required to communicate information and ideas so others will understand both in person, on the phone and via the computer. Vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.