Position: Contact Center Quality Analyst
Location: St. Joseph, MI
Job Id: 3000
# of Openings: 1
Contact Center Quality Analyst - St. Joseph (Full-Time)
ABOUT HONOR:
At Honor Credit Union, we've been putting members first since 1934. Our team remains true to our member promise: Providing Solutions For Your Financial Success. Honor members enjoy extraordinary member service at 28 member centers, and worldwide through online banking.
OUR TEAM:
As a team member at Honor Credit Union, you are genuinely part of a family. We leave the term "employee" at the door because you're much more than that; you're a valued member of the Honor Team and its success. We don't settle for good; we strive to be great, and that starts with the individuals that live out the "I Am Honor" promise every day.
At our core, we are obsessed with providing extraordinary member experience with solutions for financial success. We are rooted in the belief that finances don't have to be intimidating and giving back to the communities we serve is essential. We are made up of outgoing, positive, friendly, and highly experienced individuals, which creates an inclusive, stimulating atmosphere. Smiling is the epitome of our culture, and like kindness, we believe smiling is contagious - it's no accident that you'll find a smiley face on all things Honor.
COMMITMENTS TO LIVING "I AM HONOR":
Act with Urgency and Care - You have the direct authority and responsibility to act and seek out solutions.
The Platinum Rule - Treat others the way they want to be treated.
Make the Connection - Develop genuine relationships so you can provide a "WOW" experience.
See a Need, Fill a Need - Seize opportunities to help others meet their needs, whether they are known or unrealized.
Reason over Rules - Make decisions that are good for the person and good for Honor.
Cultivate Peace & Love - Uphold an environment where diversity is celebrated, kindness is contagious, and everyone belongs.
WHAT WE ARE LOOKING FOR:
Reviews and coaches to quality assurance standards and performance improvement across the Contact Center department by evaluating team member and member interactions.
Ensures organizational sales and service expectations and standards are being met.
Performs real-time and recorded call reviews to assess communication quality, service consistency, and conversation effectiveness.
Collaborates closely with the Contact Center Supervisors to deliver targeted coaching and insights.
Researches, analyzes, identifies, and examines data from evaluations to provide a recap of findings for leadership.
Recommends process improvements and collaborates with the Contact Center Inbound Manager and Contact Center Operations Analyst to drive operational consistency, efficiency, and team member development.
WHAT WE EXPECT FROM YOU:
EDUCATION/CERTIFICATION:
High School diploma or equivalent is required. A college degree is preferred.
EXPERIENCE REQUIRED:
Three years to five years of similar or related experience, including preparatory experience.
KNOWLEDGE/SKILLS/ABILITIES:
Must have a demonstrated ability to keep finances in order.
Strong listening, verbal and written communication skills.
Strong project management skills, well organized and have an excellent eye for detail.
Handle issues with tact, diplomacy, and an appropriate sense of urgency.
Understands and complies with all applicable laws and regulations.
Exceptional problem-solving skills.
WHAT'S IN IT FOR YOU:
Honor has excellent benefits for all full and part time team members. We offer:
Medical with prescription coverage, Dental, and Vision.
401k employer contribution & matching program.
Paid time off and paid holidays (including your birthday!).
Paid community volunteer hours.
Wellbeing spending account.
Various discounts on credit union products and services for team members & their families.
Additional perks included.
Apply for this Position
Honor Credit Union is an Equal Opportunity/Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.
