Member Experience Quality Analyst

Description

ABOUT THE POSITION

The Member Experience Quality Analyst (QA) plays a critical role in ensuring consistent, high-quality service delivery across the Experience Center. This position is responsible for evaluating recorded member interactions using a Quality Monitoring Form (QMF) to assess performance, identify trends, and support continuous improvement efforts. The Member Experience QA Analyst assesses member interactions to determine whether communications with members are meeting Civic’s expectations in delivering a top-tier member experience. This role highlights what’s working, what’s not, and where improvement is needed, providing the information required for leaders to coach effectively and drive consistent performance.

NORMAL DAY-TO-DAY WORK

1. Conduct comprehensive evaluations of recorded member interactions across all supported channels, including calls and emails, using the established Quality Monitoring Form (QMF) to ensure adherence to service standards, internal procedures, and compliance requirements.

2. Accurately score and thoroughly document all evaluations, recording clear and actionable feedback to improve performance and enhance the overall member experience.

3. Ensure all evaluations are completed within established timelines while maintaining quality standards.

4. Use the information gathered in evaluations to identify performance trends, strengths, and opportunities at the individual, team, and departmental levels.

5. Partner with leadership to provide insights that support coaching and drive performance improvement.

6. Participate in calibration sessions to ensure scoring accuracy, consistency, and alignment across the Experience Center’s Quality team.

7. Maintain comprehensive and up-to-date knowledge of products, services, systems, and procedures to ensure accurate evaluations.

8. Track and report quality performance metrics, contributing to regular business reviews for leadership.

9. Support the development and refinement of the Quality Monitoring Form (QMF) to align with evolving business needs and member experience goals.

10. Collaborate with Team Leads to identify performance gaps and recommend improvements to training materials, procedures, and workflows.

11. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

JOB QUALIFICATIONS 

Here are a few skills you MUST have to be qualified for this position.

1. Minimum of 1-3 years of experience in a contact center or member service environment.

2. Experience with call center systems, including quality monitoring tools and call recording systems (e.g., Genesys Cloud).

3. Strong attention to detail and ability to evaluate interactions objectively and consistently.

4. Strong written and verbal communication skills.

5. Ability to examine data and identify performance trends.

6. Ability to work independently and manage time effectively to meet deadlines. 

7. Ability to function in an office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.

8. Ability to lift a minimum of 25 lbs. (file boxes, computer printer).

9. Travel required on occasion.

Here are a few qualities we’d LIKE for you to have to make you more suited for this position.

1. Previous Quality Assurance (QA) or quality monitoring experience in a contact center.

2. Proficiency in Civic systems, processes, and procedures utilized within the Member Experience Center.

3. Knowledge of financial services products and regulations.

4. Experience participating in calibration sessions or quality program development. 

5. Strong analytical and reporting skills.

OUR CULTURE

Our organizations believe we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins. 

If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at: 

Civic Human Resources

3600 Wake Forest Road, Raleigh, NC 27609 

careers@civicfcu.org