Deposit Operations Quality Assurance

JOB REQUIREMENTS: Deposit Operations Quality Assurance Specialist ID2025-5838 Location : City Madison Category Member Services FTE 1.0Schedule Monday - Friday 8:00am - 5:30pm Salary Grade 8 Min USD$26.72/Yr. Mid USD $31.44/Yr. Overview At UW Credit Union, we'recommitted to delivering world-class service in every interaction. TheDeposit Operations Quality Assurance (QA) Specialist (internally knownas Membership Services Quality Assurance (QA) Specialist) ensures thatcommitment is consistently met by monitoring the quality of servicesdelivered across phone, web, and branch channels. In this role, you willconduct in-depth quality reviews, identify service and process gaps, andpartner with leadership to implement solutions that improve both themember experience and operational efficiency. You will play a key rolein call quality, SLA monitoring, onboarding support, and training, whileserving as a trusted peer coach to Membership Services staff. Idealcandidates are detail-oriented, analytical, and skilled in identifyingroot causes of issues-translating findings into actionable improvements.If you enjoy collaborating across teams, developing metrics, andinfluencing positive change, this role offers the opportunity to make alasting impact on service quality and operational success.Responsibilities QA Operational Excellence (50%) Develop and executequality assurance reviews that comply with policies, procedures, andregulatory standards. Partner with Compliance and leadership teams toensure quality processes align with risk assessments and auditpreparedness. Conduct internal audits and secondary data reviews toensure accuracy, compliance, and service quality. Monitor SLAperformance, proactively identifying risks to service quality andrecommending corrective actions. Partner with EFT, Deposit Services, andItem Processing teams to resolve complex issues. Provide independent,high-quality work with minimal oversight, consistently deliveringaccurate and timely results. Participate in process improvement projectsto enhance service consistency and efficiency. Quality Analysis &Implementation (30%) Analyze call records and service interactions toidentify patterns, trends, and areas for improvement. Maintain and sharequality metrics and scorecards with leadership to support coaching andperformance management. Partner with the Data Analyst to provideactionable recommendations based on quality and performance data.Monitor adherence to operational protocols to ensure member interactionsmeet quality standards. Identify gaps in processes that could negativelyimpact service quality and work with stakeholders to implementsolutions. Mentoring & Training Support... For full info followapplication link. UW Credit Union is proud to be an Equal Opportunityand Affirmative Action Employer of Minorities, Protected Veterans,Women, and individuals with Disabilities. APPLICATIONINSTRUCTIONS: Apply Online: ipc.us/t/EE68A626CEE44C33

Created: 2025-10-04