Bilingual Contact Center Quality Assurance Specialist

Responsibilities

• Audits contact center calls to ensure quality, efficiency, accuracy, and regulatory compliance.
• Identifies trends and opportunities by analyzing performance data and recommending targeted training or process improvements.
• Provides coaching and support to contact center specialists through on-the-job guidance, structured feedback, and curriculum-based learning.
• Ensures complex service issues are handled promptly, accurately, and with empathy.
• Protects members and the credit union by reinforcing authentication procedures and adherence to fraud-prevention standards.
• Supports service and sales metrics through consistent quality assurance practices.
• Collaborates across teams on projects and initiatives that advance departmental and organizational goals.
• Promotes professional growth by contributing to career development efforts for specialists and oneself.
• Ensures regulatory compliance with all requirements related to BSA, OFAC, and the USA Patriot Act/Customer Identification Act (CIP).

About the role

At Summit Credit Union, the Bilingual Contact Center Quality Assurance Specialist plays a critical role in strengthening the member experience by championing quality, consistency, and compliance. This role supports Contact Center specialists through meaningful coaching and insight-driven feedback, focusing on service excellence, performance outcomes, and regulatory compliance.

Requirements

• Associate’s degree or equivalent experience required.
• Minimum of 5 years of customer service experience in a fast-paced environment, including at least 2 years in a financial, lending, or contact center setting (higher education in business or a related field may be considered in lieu of experience).
• Extensive knowledge of loan and deposit products.
• Ability to elicit and evaluate member information to strengthen relationships.
• Well-developed verbal and written communication skills—essential for auditing, documentation, and coaching.
• Ability to adapt quickly to changing priorities in a dynamic environment.
• Expert knowledge of member self-service tools.
• Advanced mathematical skills, including interest, payoff, dividend, and certificate penalty calculations.
• Basic to intermediate proficiency with Microsoft Office applications.
• Bilingual proficiency required (Spanish/English preferred).
• Holds or is able to obtain a Nationwide Mortgage Licensing System (NMLS) number.