Start a Rewarding Career with Alliant

What will your day look like?

You will be responsible for planning, implementing and monitoring service quality and operational programs for Member Care and Operations. Work involves leading the design and implementation of policies and procedures to ensure that quality standards are met. Works with operations leaders and analysts to establish quality goals and standards as well as activities associated with monitoring and reporting actual service delivery against those standards. Partners with Compliance and Business Risk Office to ensure quality assurance program addresses any identified risks. Leads team in quality assurance review and audit management and data reporting coordination. Work involves moderate difficulty in managing multiple program requirements efficiently and accurately at one time. Resources to do the job require reliance on project management skills and knowledge as well as call center operations experience. General supervision is received from the Vice President, Head of Operations.

Responsibilities

Do you see yourself doing this?

Service Quality and Operational Program Management: 

• Develop, administer, maintain and oversee Member Care and Operations quality assurance program
• Lead development and generation of reports based on quality assurance monitoring results
• Analyze and share department, team and agent level trends and improvement opportunities for Member Care, Digital Care, and Operations teams based on quality monitoring results
• Work on multiple departmental and organizational projects, including coordinating and performing end-user testing
• Partner with Member Care, Digital Care, and Operations leadership to develop department, team and agent level action plans as a result of quality monitoring; drive development and maintenance of department reporting for performance management
• Promote and enhance a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to all required standards and processes
• Partner with Business Risk Office (BRO) and ensure all Risk Issues and Events are comprehensively captured and closed within established target dates
• Responsible for managing the requirements of internal/external audits; complete all auditing activities in a timely manner
• Assist with the management of day-to-day relationships with critical vendors as related to process and policy implementation and quality assurance activities like calibrations, reporting and continuous process improvements
• Lead calibration sessions with internal and third-party vendor teams to ensure accuracy and consistency in call evaluations; report on calibration status of evaluators and work with department leaders to ensure knowledge gaps are filled in terms of evaluation methodology
• Periodically assess and update the QA evaluation scorecard to match with current trends and business requirements
• Determine an optimal sample size of evaluations to be completed monthly and ensure equitable distribution of workload among the quality team
• Review written policies for accuracy, risk base, targeting reviews to assess specific business areas, products, and services at the credit union or third parties.
• Conduct QA review for Operations critical lines of business (Disputes, Wires, ACH, etc)

Leadership and Performance Management:

• Translate strategic and operating plans into meaningful direction of projects, goals, priorities and activities; delivering on strategy through quality execution and best practice adaptation.
• Capture, analyze, and understand the internal environment, team dynamics, and talent capabilities to address organizational refinement, agility and growth.
• Champion Employee/Internal Customer Engagement, employee development and all cultural hallmarks through a strong leadership signature and a growing command of Alliant’s leadership competencies.
• Continually assess and provide discerning development, insightful coaching and talent utilization/optimization for direct reports.
• Apply High Performance Management practices in leading an engaged workforce in order to effectively leverage the full potential and talent of this function.
• Provide a structural and consistent approach to ensure that individual development plans are in place, performance management is consistent, performance management process is respected and followed, and coaching and feedback are provided on a regular and dynamic basis.
• Ensure team comprehension and compliance with organizational code of conduct and maintain a high level of professional behavior and ethical standard at all times
• Build solid relationships with our internal customers to provide better service and communications
• Coach team members on innovative approaches and best practices for thoughtful member interaction, root cause analysis, and successful issue resolution
• Manage the team in creating thoughtful, user-focused playbooks for member support activities including issue resolution and escalation management

Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensure compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with privacy act directives.

Where permitted by applicable law, successful applicants to this position must either have received or be willing to receive the COVID-19 vaccination by date of hire to be considered (proof of vaccination is required), or be willing to submit a negative COVID-19 test result in advance of each visit to an Alliant facility.

Qualifications

What makes you a great fit?

You’ll be a great fit if in addition to the completion of a Bachelor’s degree, and you have:

• Five years of customer service quality assurance experience in a call center environment and an operations environment; or an equivalent combination of training and experience
• Minimum two years supervisory experience required
• Previous experience working in a financial institution preferred
• Excellent verbal and written communication skills
• Comfortable working in fast-paced environment
• Capable of managing multiple tasks involving time constraints

When you’re happy, we’re happy!

As a thank you for joining our team, you’ll benefit from:

• Competitive medical, dental, and free vision benefits
• Competitive compensation plan
• Contributions towards gym memberships
• Generous PTO and banking holidays off