Contact Center Quality Assurance

Join IHMVCU as a Contact Center Quality Assurance and help us deliver exceptional service to our members. We foster a collaborative, supportive workplace where everyone can succeed. If you're passionate about building connections, providing great service, and making a positive impact, this role could be a perfect match.

This role is located at our beautiful headquarters on River Drive in Moline, IL. This facility includes a comfortable office environment with an on-site gym facility.

Summary of the Position :

The Contact Center Quality Assurance supports the Remote Delivery teams including the Remote Financial Center, Contact Center, Electronic Communications, and ITM department by monitoring interactions and providing feedback to ensure exceptional member service. This role helps maintain compliance with credit union policies and regulatory standards while identifying coaching opportunities, training gaps, and process enhancements. The Contact Center QA Specialist plays a key role in improving member satisfaction, operational efficiency, and overall service quality.

The successful candidate should have the following skills / qualifications :

• High School diploma or equivalent; Associate or Bachelor's degree preferred.
• 2+ years of contact center experience, preferably in a financial services or credit union environment.
• 1+ year of Quality Assurance or Training experience strongly preferred.
• Ability to analyze data and performance metrics to identify trends and areas for improvement.
• Proficiency in articulating feedback clearly and professionally to all team members.
• Ability to manage multiple tasks and prioritize effectively, often handling numerous assessments and reports.

What are some of the responsibilities of a Contact Center Quality Assurance Specialist?

Being a team member of IHMVCU is more than just a job, we want to make differences in the communities we live in and serve. Check out our careers page for more information including benefits . Final compensation will be determined by various factors such as experience, specific skills and internal pay equity.

Move Up your career at IHMVCU with this great opportunity!

Physical Requirements :