Assoc. Contact Center QA Specialist

Description

Schedule: M-F 40 hours/week

Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union, which include the following counties: Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo. For hybrid and remote roles, candidates are still required to reside within a commutable distance of our corporate headquarters in Vacaville, California.

We are unable to sponsor or assume sponsorship of employment visas for this position. Candidates must have current authorization to work in the U.S. (no sponsorship available).

Summary: The Contact Center Quality Assurance (QA) Specialist Job family is responsible for evaluating member interactions across multiple channels to ensure compliance with credit union policies, regulatory standards, and service expectations. Using Genesys Cloud and speech analytics, this team assesses quality, identifies trends, supports coaching efforts, and contributes to continuous improvement initiatives that strengthen members’ experiences and operational performance.

Profile:

• Conducts quality evaluations of all member interactions across calls, emails, and chats.
• Applies established QA criteria to assess compliance, service quality, and performance accuracy.
• Utilizes speech analytics and QA data to identify trends, patterns, and improvement opportunities.
• Documents evaluation results accurately and maintain quality records and audit documentation.
• Delivers actionable, feedback to frontline staff, supervisors, and leadership partners.
• Participates in and facilitates calibration sessions to ensure scoring consistency and rubric alignment.
• Supports coaching, training, and development efforts based on QA insights and findings.
• Collaborates with operations, training, and leadership to recommend process, behavior, or content improvements.
• Contributes to continuous improvement initiatives that enhance quality, efficiency, and member experience.

Not all functions/tasks are listed above; however, those listed are considered essential.

Skills:  

• Fluent in English and Spanish with the ability to deliver clear, constructive, and actionable feedback aligned to QA findings.
• Ability to interpret QA data and speech analytics to identify trends, risks, and root causes using role‑appropriate judgment.
• Ability to identify quality gaps and recommend practical improvement actions within established standards.
• Cross-functional collaboration with supervisors, trainers, and peers to support coaching, development, and quality alignment.
• Strong ability to maintain high accuracy in evaluation, documentation, and reporting while using QA systems, speech analytics tools, and Microsoft Office competently.

Reporting and Experience:  

• Reports directly to assigned department leadership.
• Bachelor’s degree in a related field or equivalent work experience.
• Minimum 1 year of experience in a contact center environment, preferably within a financial institution.
• Fluent in English and Spanish.
• Strong organizational skills and ability to manage multiple priorities.
• Experience with Genesys Cloud and speech analytics preferred.

Working Conditions: Work is generally performed within an office environment, with standard office equipment available and usually sedentary in nature.

Compensation: Base salary starting range is commensurate with experience:  

• Grade 10: $25.57/hour -$31.58/hour

Our compensation philosophy considers various factors, including the scope and responsibilities of the position, as well as a candidate’s experience, education/training, and key skills.

Benefits: 

At Travis Credit Union, we prioritize the well‑being of our employees and their families by providing a comprehensive Total Rewards program that supports their health, welfare, and financial security. In turn, this enables our employees to focus on delivering exceptional service to our members and meeting the goals of the credit union.

Eligible employees enjoy a robust benefits package, which includes:

• Competitive medical, dental, and vision insurance
• Mental health and wellness programs
• Employee performance incentive plan
• Merit-based salary increases
• 401(k) program with immediately vested employer match
• Generous holiday and vacation policies
• Exclusive TCU perks such as employee loan and credit card discounts

Travis Credit Union is an Equal Opportunity Employer committed to a diverse and inclusive workplace. Qualified applicants will receive consideration for employment without regard to any protected characteristic under applicable federal, state, or local law. Reasonable accommodation is available for qualified individuals with disabilities.