Quality Assurance Analyst

Job Locations US-IA-Urbandale
Req No.


CO-OP Financial Services provides technically superior products and services to financial institutions across the nation. We are seeking a talented Quality Assurance Analyst to be responsible for supporting and assisting the Centralized Request Center (CRC) daily quality monitoring and off-the-phone tasks and projects, monitoring of notifications, and the identification and implementation of process improvements. There will also be other cross-training opportunities as assigned.




  • Evaluate phone quality for the Call Center Department.
  • Evaluate Phone quality for Centralized Request Center (CRC), Chargebacks and Fraud Detection Team (FDT).
  • Monitor, research, and respond to client and vendor inquiries /tickets and while maintaining a high level of customer service and professionalism at all times. 
  • Provide ongoing client support through the completion of daily tasks, delivery of reports, and set-up of custom processes.
  • Be a part of the team in making recommendations or improvements to internal departments regarding workflow or production.
  • Monitor industry notifications and vendor updates for impacts and notify the Call Center department with important information.
  • Responsible for project management activities and tasks.
  • Identify opportunities to improve customer experience and satisfaction, including but not limited to actively participate in client and internal
  • Ability to make rapid changes to processes and position as needed.
  • Ability to achieve positive results through influence, leadership, and coaching.
  • Ability to work under minimal supervision, managing multiple projects simultaneously and communicate detailed information accurately
  • Ability to work from within a dynamic, team-oriented environment, with both internal & external clients.
  • Effective utilization of time management.
  • Active listening skills and the ability to communicate ideas effectively in both written and verbal communications.
  • Ability to work flexible hours to accommodate departmental needs
  • Must be able to multi-task and handle heavy volumes of work with multiple deadlines.  



  • 3-5 years Call Center and/or Financial Institution experience
  • 1-3 years Quality Assurance experience preferred
  • FD 3270 knowledge, Springboard knowledge, Falcon Workcenter preferred
  • Bilingual skills in Spanish and English preferred but not required
  • Excellent PC knowledge and software skills, especially Microsoft Office applications. Calabrio knowledge desired.
  • Outstanding interpersonal and relationship management skills.
  • Strong analytical and problem solving skills.
  • Collaborative individual with a positive attitude, enthusiasm, professionalism and strong work ethic with a high level of integrity.
  • Excellent written, verbal and presentation/facilitation skills.

If you are highly motivated, team oriented and would enjoy the diversity of opportunities and challenges, please submit your resume and cover letter.

About Us

CO-OP Financial Services is the technology engine that provides access and convenience for credit unions. With over 35 years of credit union service, CO-OP connects credit union members to their accounts through Debit, Credit, ATM, Shared Branching, Member Interaction Services, Mobile, Virtual, and Bill Pay services. CO-OP serves a total of 3,500 member credit unions, 50 million cardholders, 30,000 surcharge-free ATMs, and more than 5,500 shared branches. Handling three billion-plus annual transactions, CO-OP is the nation’s largest credit union service organization—offering resources that enable deeper member engagement to help credit unions prosper.


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed