Quality Assurance Manager Full Time (Remote)

Monday – Friday 8-5 (40 hours)

What You’ll Do

Summary/Objective:

This position is responsible for managing the strategy, development and delivery of the Quality Assurance programs in support of DCU’s member-facing teams (Info Center, Branch, Support Services). The role will have direct influence on building and nurturing a member-focused, proactive and consultative service culture through the implementation and reinforcement of DCU’s updated engagement model; including building relevant resources, analyzing quality and impact of execution, and advising and collaborating on adjustments as needed. The role will ensure that their team plays an increasingly pivotal role in supporting the coaching efforts of our member-facing team leaders, ensuring the delivery of successful contact behaviors that drive desired outcomes (quality, efficiency, compliance) and team and individual performance. In addition, this position will be uniquely positioned to blend quality insights with Member feedback to provide valuable insights to the broader business to drive change that will positively impact the Member experience.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Maintain understanding of how Quality is a leading indicator of business performance
• Direct supervision of Team Lead(s)
• Establish schedule of calibration sessions, 1 on 1s, skip level meetings and touchpoints with key business partners to ensure consistent alignment, connection and insight sharing
• Report on QA results, insights and performance with guidance (the “what” and the “what now”) on recurring basis and as requested
• Evaluate, advise and implement advancements to existing tools used by Quality Assurance to drive better insights and outcomes for DCU and its’ Members
• Willing and able to roll up sleeves and get hands-on with both long term initiatives and day to day responsibilities as needed
• Maintain a working knowledge of current Quality Assurance concepts and technologies.
• Keep abreast of industry activities and monitor industry publications for relevant information in the areas of Quality Assurance and banking. Share this information with Quality Assurance team and partners across DCU
• Develop and iterate on Quality Assurance policies and processes to drive efficiency and efficacy of Quality Assurance program
• Participate in various learning programs and projects as requested by Member Service
• Collaborate with supervisor, branch services and Info Center leadership teams, Info Center Training Specialists, IBCs, Member Experience and People Experience and Development team to diagnose needs and develop appropriate interventions. Additionally, collaborate with other business areas to serve as subject matter experts for service delivery to remain current with applicable policies or procedures
• Maintain positive and productive relationship with members of DCU teams that Quality Assurance supports
• Act as a role model for others, demonstrating appropriate dress, good work habits, a positive outlook, a commitment to providing outstanding member service, and a strong desire to contribute to the Credit Union’s success and goals
• Perform other job-related duties as assigned by Managers(s).

What You’ll Need

Education and Experience Requirements:

• BA degree in Education, Business Administration or a relevant field preferred

• 1-3 years of experience in managing a Quality Assurance team in a sales or customer service environment
• 5 years of experience in developing Quality Assurance or Learning programs
• Credit Union and/or banking experience is a plus
• Demonstrates proficiency of all skills associated with IC phone agent, teller, MSR, and management Member Service positions as well as a thorough knowledge of understanding credit union policies, procedures, products, and services
• Demonstrates supervisory and leadership skills including the ability to exercise good judgement in the decision-making process
• Proficiency in Microsoft Office (Word, Excel, PowerPoint)
• Proficiency in contact monitoring software and industry best practices
• Excellent written, verbal, interpersonal and presentation skills
• Extensive knowledge of DCU products and services
• Extensive knowledge of DCU Branch and Info Center procedures and systems
• Strong organizational skills with attention to detail
• Ability to manage multiple priorities and work independently

What We Do

DCU is the largest credit union headquartered in New England – serving more than one million members in all 50 states. With over 1,900 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.

DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you’re applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.