Member Engagement Center Quality Control Analyst

Our goal is to be an Employer of Choice, and it takes all of us to achieve this.  That’s why all Commonwealth Credit Union Team Members are expected to live our Team 1 culture in all facets of their position.  Our team is committed to ‘bettering lives through our passion to serve’ and this includes everyone - from our team members to the people in the communities we serve.  We do this best when we appreciate each other for our differences, foster connections, and ensure an inclusive environment where everyone can thrive and be successful.

The Member Engagement Quality Control (QC) Analyst leads Commonwealth Credit Union's Member Engagement quality efforts to provide efficient and effective service across all lines of business and media channels (e.g., phone, email, inquiry, or chat).

The QC Analyst provides quality audits to internal standards (e.g., call monitoring on call handling and soft skills, email/inquiry monitoring, policies, processes) and external perceptions (e.g., voice of the member survey), and delivers contact-specific feedback to agents and their supervisors.

In addition, the QC Analyst interprets and provides trend information, and overall improvement opportunities to Member Engagement leadership (e.g., Director, Supervisors, Training Coordinator, Workforce Management Analyst) and IT (for opportunities for system changes).

The duties and responsibilities of a Member Engagement Quality Control Analyst include, but are not limited to:

• Providing quality monitoring and voice of the member (VoM) feedback analysis for all agents.


• Assessing contact quality (internal QM and external VoM) across all contact and media types to ensure individual and team improvement.


• Implementing and leading a routine monthly calibration process between Quality, Member Engagement Supervisors, and Trainers to ensure consistency.


• Maintaining confidentiality in communication with management and team members.


• Assisting with agent training on contact handling, use of resource tools and systems based on performance and results from contact monitoring.


• Monitoring and providing feedback on a minimum of eight (8) calls/agent/month to align with best practices.


• Assisting Member Engagement Representatives with questions through proactive issue/problem identification and communication.


• Assisting with escalated inbound calls as needed.