Member Experience Quality Assurance Specialist (Baton Rouge, LA)

Job description

The Member Experience Quality Assurance Specialist is responsible for conducting quality audit evaluations and new account and loan reviews across various member service channels within the credit union, including but not limited to Contact Center and Retail Branches and their interactions with members. This role is crucial in ensuring consistent, high-quality member experiences through all contact points, encompassing video, electronic, and voice communications. The selected candidate will provide detailed reports and actionable insights to leadership, highlighting areas for improvement and excellence. Our Member Experience Quality Assurance Specialist must embody Pelican’s Core Values and provide excellent service in all that they do. MEMBER EXPERIENCE QUALITY ASSURANCE SPECIALIST SKILLS AND QUALIFICATIONS INCLUDE: ◦ Additional directly related experience may be considered in lieu of meeting education requirements. - Conduct audits of phone calls, written communication, and documentation in Contact Center, Retail Branches, and other departments to ensure quality expectations are consistently being met, individual coaching needs are being routinely addressed, and operational excel...