Contact Center Quality Analyst monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Being a Contact Center Quality Analyst provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. Additionally, Contact Center Quality Analyst typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Quality Analyst gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be a Contact Center Quality Analyst typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
At Argent Credit Union, we are dedicated to being our members’ trusted financial partner and we are committed to the well-being of our community. Every team member strives to fulfill these goals daily by living our service values: fun, positivity, personal attention, professionalism, and knowledge while also putting the interest of our members first in each and every decision and interaction. Within our culture, it is up to each of us to champion our mission, service values, and strategic goals. Together, this is how we drive growth and achieve success.
The purpose of this role is to provide information and exceptional member service to internal/external members and other callers via telephone, written and electronic media. Ensure a positive image of the credit is conveyed by providing a variety of interactions, accounts and services to members by assisting the members to increase their profitability of their business with the credit union. When problems or questions arise, this role is responsible for initiating a sound resolution.
This role requires the employee to work indoors in a typical office environment. While performing the duties of this job, the employee is required to have ordinary ambulatory skills sufficient to visit other locations, and the ability to stand, walk stoop, kneel, crouch and manipulate (lift, carry, move) light to medium weights of 1-25 pounds. Requires good hand-eye coordination, arm hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information. The employee frequently is required to stand, reach with arms, talk and hear.
Member Service - Displays courtesy and sensitivity, manages difficult or emotional member situations, meets commitments, and responds promptly to member needs, solicits member feedback to improve service.
Dependability - Responds to requests for service and assistance, follows instructions, responds to management direction, takes responsibility for own actions, commits to doing the best job possible, keeps commitments, meets attendance and punctuality requirements as expected.
Job Knowledge - Competent in required job skills and knowledge, exhibits ability to learn and apply new skills, keeps abreast of current developments, requires minimal supervision, displays understanding of how job relates to others, and uses resources effectively.
Quality - Demonstrates accuracy and thoroughness, displays commitment to excellence, looks for ways to improve and promote quality, applies feedback to improve performance, monitors own work to ensure quality.
Team Work - Balances team and individual responsibilities, exhibits objectivity and openness to others' views, gives and welcomes feedback, contributes to building a positive team spirit, puts success of team above own interests, able to build morale and group commitments to goals and objectives, supports everyone's efforts to succeed, recognizes accomplishments of other team members.
Accuracy – Accuracy is of extreme importance as it reflects on Argent Credit Union’s reputation. Inaccuracy affects the member’s privacy and breaks the trust the member has placed in us. This would include but is not limited to; posting the incorrect amount to the correct account and giving the incorrect member receipt, inaccurate completion of member service and lending forms and disbursement of loans within guidelines. The employee is responsible for checking his or her own work to avoid errors.
Attendance – The employee must be able to consistently report to work as scheduled and perform the duties of the position in the office environment.
Relationships with Others – The employee must work effectively and relate well with others including internal and external members, supervisors, colleagues and individuals both inside and outside Argent Credit Union.
Policy Compliance – The employee is required to be knowledgeable of all company, department and position-specific policies, procedures, and guidelines and adhere to the aforementioned without exception. These policies include but are not limited to the Fraud Prevention, Harassment, Confidentiality, Employee Conduct, Electronic Communications, Voice Mail, Bank Secrecy Act, Lending and Collection policies.
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