Contact Center Quality Analyst

Do you enjoy identifying opportunities for improvement, solving problems, and helping others deliver exceptional service? Are you someone who can take a closer look at a process, recognize what is working well, and identify where changes could make a difference?

Corda Credit Union is looking for a Contact Center Quality Analyst to help ensure our Contact Center team members are following established policies and procedures while delivering an exceptional member experience. In this role, you will review recorded calls, texts, chats, emails, provide constructive feedback and coaching, and partner with leadership and other departments to strengthen processes, manage risk, and improve efficiency.

What You'll Do

• Evaluate member interactions, review, and score recorded calls, texts, chats, and emails to ensure team members follow established procedures, meet authentication and accuracy standards, and provide a positive member experience.
• Provide regular, constructive feedback to Contact Center team members through written and verbal communication, identifying opportunities for improvement, recognizing effective practices, and supporting ongoing development.
• Prepare and share reports that provide meaningful insights, promote accountability, and help leadership make informed decisions.
• Recommend updates to policies, procedures, and processes to address deficiencies, improve efficiency, and establish sustainable best practices.

Throughout your work, you will support and demonstrate Corda Credit Union's mission and Core Principles while helping ensure our members receive consistent, accurate, and exceptional service.

Preferred Skills

• Strong written and verbal communication skills, with the ability to provide constructive feedback and communicate recommendations effectively.
• Excellent attention to detail and the ability to analyze information, recognize trends, and identify opportunities for improvement.
• Strong organizational and time management skills, with the ability to prioritize responsibilities and meet deadlines.
• Proficiency with technology and computer applications.
• The ability to exercise independent judgment and make sound decisions based on established policies, procedures, and risk and compliance requirements.
• Professionalism, discretion, and sound judgment when handling confidential information.
• A collaborative approach and the ability to build positive working relationships across departments.

What Success Looks Like

In this role, success means more than reviewing interactions and completing scorecards. You'll help strengthen our processes, support team member development, and ensure our practices align with established policies, procedures, and regulatory requirements.

You'll use data and observations to identify trends, recommend solutions, and help create consistent, high-quality experiences for our members. Your work will contribute to effective internal controls, reduced risk, and continuous improvement across the Contact Center and beyond.

Why Corda Credit Union?

At Corda, we believe in investing in our people, supporting professional growth, and creating an environment where team members can make a meaningful impact. We value collaboration, continuous improvement, and exceptional member service.

If you are ready to put your analytical skills, attention to detail, and passion for quality to work, we'd love to hear from you!