• Service Excellence Evaluator I (Bilingual Position)

    Job Locations US-IA-Des Moines
    Req No.
    Business/Client Support
  • The Opportunity

    CO-OP Financial Services is bringing digital transformation to the credit union movement. We’re creating innovative technology solutions that help not-for-profit credit unions best serve their members and compete with the big banks.  As a result, our world-class team is growing faster than ever! If you’re passionate about technology and want to be part of a purpose-driven organization, this is an exciting opportunity to provide real value and help shape the future of human-centered financial services.


    We are seeking a talented Service Excellence Evaluator I who is responsible for the overall call center monitoring and evaluation of member service interactions to ensure representatives are meeting high quality expectations, following policy and procedures, and providing the best quality of service within every interaction. This position also meets monthly metrics and works collaboratively with clients and internal departments.    

    What You Can Look Forward to

    • Maintains and promotes all aspects of the Quality Assurance program to meet the vision, strategies, policies and procedures of the company.
    • Monitors and evaluates recorded calls for call center representatives using established parameters and guidelines.
    • Provides focused and motivated feedback to newly trained agents.
    • Identifies opportunities for employee development and training, provides performance management input and identifies process improvements.
    • Establishes, maintains and implements written quality guidelines that support existing processes and functions.
    • Maintains a high level of client satisfaction by treating clients with respect, enthusiasm and professionalism.
    • Attends and actively participates in call calibrations with managers, supervisors and clients when required.
    • Organizes and hosts new hire presentations and in-house calibrations.
    • Provides concise written feedback to call center representatives.
    • Works collaboratively with team members and staff throughout the organization.
    • Analyzes quality and performance trends to provide recommendations for improvement.
    • Remains current on industry standards, trends and best practices.
    • Provides input and assists with the development of additional training and/or policy and procedure changes.
    • Understand and remains current on all call center processes and quality assurance initiatives.
    • Adhere to and support Call Center Quality Assurance Policies and Procedures.
    • Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.

    What You’ll Need to Succeed

    • 2+ years call center and/or financial institution experience is required.
    • Proficient in at least one COOP skill (fraud detection, cust. service, chargebacks).
    • Ability to proficiently use all Microsoft Office applications (Excel, Word, Powerpoint, etc.)
    • Analytical, technical and problem solving skills.
    • Motivated self-starter with solid organizational skills and the ability to work in a team environment.
    • Time management and organizational skills leading to prioritization of work.
    • Collaborative individual with a positive attitude, enthusiasm, professionalism and strong work ethic.
    • Excellent written, verbal and presentation/facilitation skills.
    • Excellent PC knowledge and software skills, especially Microsoft Office applications.
    • Strong analytical and problem solving skills.
    • Strong work ethic, flexibility, positive attitude and the ability to maintain confidential information and the trust of others is required.
    • Must be able to multi-task and handle heavy volumes of work with multiple deadlines, changing priorities and frequent interruptions.
    • Must be detail oriented, display good follow-up skills, and demonstrate a positive team attitude.
    • Effective utilization of time management.
    • Ability to work flexible hours to accommodate 24 X 7 departmental needs.
    • Ability to analyze and interpret data and business processes; and make judgmental decisions.
    • Ability to make rapid changes to processes and position as needed.
    • Ability to achieve positive results through influence, leadership, and coaching.
    • Ability to work in a team environment and have effective interpersonal skills.
    • Ability to work independently and effectively to meet the organization’s needs.

    Why Join CO-OP?

    Get ready to be part of the exciting, ever-evolving and growing credit union movement!  As a CO-OP employee, you’ll have a chance to directly impact the access of financial opportunities to individuals and communities – and you’ll help drive the future of fintech at an energetic organization where contributions are valued, and innovation is championed.   


    With more than 35 years of industry leadership, CO-OP Financial Services is the largest, most comprehensive credit union service organization in the nation.  CO-OP serves as THE credit union technology engine, bringing payments solutions, engagement services and strategic counsel to help credit unions optimize member experiences to consistently provide seamless, personalized multi-channel offerings, while delivering secure, sophisticated fraud mitigation service.


    CO-OP serves more than 3,000 client credit unions, with 60 million debit and credit cardholders, nearly 30,000 surcharge-free ATMs and more than 5,600 shared branches nationwide. Our vast technological ecosystem facilitates more than 6.5 billion transactions every year and equips credit unions of all sizes to deepen member engagement and prosper in the fast-paced world of fintech.

    The Perks

    • Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.
    • Health benefits – medical, dental, & vision plus wellness programs and gym reimbursements.
    • 401K with generous company match.
    • Tuition reimbursement.


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