The Quality Assurance and Training (QAT) Specialist is committed to enhancing operational efficiency and providing outstanding service to members. This role requires a blend of expertise in training, quality assurance, and a deep understanding of financial products and compliance standards.
The QAT Specialist is responsible for leading the development, execution, and evaluation of training programs, tailoring them to the unique needs of contact center staff. Additionally, the specialist devises and implements evaluation techniques to monitor the performance of these employees, ensuring adherence to internal policies and external regulations.
Through regular audits and reviews of customer interactions, the QAT Specialist identifies areas for improvement and provides valuable feedback to team members, thus improving performance and meeting key metrics.
By embodying the organization's Core Values (Committed, Dependable, Kind), the QAT Specialist gains the confidence of members and colleagues alike. They offer exemplary service and professionalism to peers, members, and business partners. As a fervent supporter of the cooperative's objectives, they actively protect members' interests, ensuring their actions support the company's mission, vision, strategic objectives, and core principles.
Responsibilities
Develop/deliver new hire, project/program, soft skills and/or support modules
Develop/administer program assessment tools (e.g., performance demonstrations)
Identify/integrate soft skills and/or support training based on business needs/objectives
Serve as a role model for excellence in customer service and team work
Provide an in-depth review of quality control procedures and practices
Create and maintain all documentation used to complete the quality review
Engage in quality calibrations and internal/external audits
Find solutions to members' complaints and feedbacks when discovered
Compile and track performance at an individual and team level
Provide feedback, analysis trends, and monthly performance to leadership team
Assists the Contact Center team during peak volume periods with member outreach, receiving incoming calls, and resolving complex member issues
Qualifications
Ability to evaluate customer service, communication and business outcome performance skills
Proven experience with providing feedback for coaching and training to peers
Strong verbal and written communication skills
Strong time-management skills to accomplishment evaluation requirements
Strong leadership skills to develop employees
Excellent PC skills, including MS Excel and Word
Excellent verbal, written, and interpersonal communication skills with the ability to explain programs, loan terms, features, policies, and benefits to branch staff, members, and third parties
Strong relationship building and teamwork skills
Strong attention to detail
Excellent organizational and time management skills with the ability to work independently and manage multiple priorities
Develops and maintains ongoing product and industry knowledge to ensure confident financial recommendations and advice
Required experience / education:
Minimum two years' experience in a call center
Any equivalent combination of education and experience which provides the applicant with the knowledge, skills, and abilities required to perform the job.
CampusPoint is an Equal Opportunity Employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
If you need assistance or an accommodation due to a disability, you may contact us at hr@campuspoint.com or 1+206-783-9200 (ask to speak with an HR representative). The process is outlined in CampusPoint's ADA Policy .