Quality Assurance Analyst

Job Locations US-IA-Urbandale
Req No.
2018-2112
Category
Other
Type
Full-Time

Overview

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.

 

RESPONSIBILITIES:

 

  • 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.  

 

Qualifications

  • 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.

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