Quality Assurance Representative bei BrightStar Credit Union

About BrightStar:

As a member of BrightStar Credit Union, you'll join a dynamic company culture and purpose-driven organization that focuses on its employees and members.  We offer excellent benefits, advanced opportunities, and exceptional training.   Founded in 1946 as a community-based credit union serving educators, we have since expanded to serve 23 counties across the state of Florida.  As a Trusted Advisor, BrightStar offers a diverse range of financial services and opportunities.  BrightStar Credit Union is committed to fostering a diverse and inclusive work environment where everyone has the chance to succeed and feel a sense of belonging.  Our work environment is fun, fast-paced, and service-oriented. 

What we offer:

• Medical, Dental, and Vision
• 401K Plan with Matching
• Tuition Reimbursement Program
• Supplemental Benefits
• Engagement Area
• Wellness Studio & Gym at our Corporate Headquarters
• Company Paid Life Insurance
• Health Savings Account with Company Contributions

About the Role:

The MSC Quality Assurance (QA) Representative plays a critical role in ensuring service excellence and operational consistency within the Member Service Center. This position is responsible for identifying service trends, optimizing call monitoring systems, maintaining and adjusting QA scorecards, completing calibrations, and providing actionable coaching recommendations. The QA Representative also supports the Member Service team by taking member calls during peak times and promoting a culture of continuous improvement and member-centric service.

Key Responsibilities:

• Perform daily call, chat, and email monitoring using the call monitoring system to evaluate service quality and compliance with credit union standards.
• Analyze member interaction data to identify emerging service trends and patterns that affect the member experience.
• Proactively report findings and recommend actions to address service gaps or reinforce positive behaviors.
• Design, implement, and continuously refine QA evaluation scorecards to ensure alignment with member service standards and business goals.
• Adjust scoring criteria and benchmarks based on evolving service expectations, compliance requirements, and team feedback.
• Lead and participate in regular calibration sessions with management and team leaders to ensure consistency in quality assessments.
• Provide feedback and documentation on calibration outcomes and support training for evaluation and alignment across the department.
• Collaborate with Assistant Managers and Team Leaders to deliver individualized feedback and coaching recommendations based on QA findings.
• Highlight key coaching points to address service deficiencies and reinforce positive behaviors.
• Recognize and communicate exemplary service behaviors to be shared in team meetings or internal communications to boost morale and reinforce service culture.
• Actively take inbound member calls during peak periods, high call volume situations, or when coverage is needed to support service level agreements and department metrics.
• Maintain up-to-date knowledge of systems, products, and services to provide timely and accurate assistance to members.

Qualifications:

• Strong analytical skills and attention to detail.
• Proficient with call monitoring software and Microsoft Office Suite (especially Excel, Word, Outlook).
• Ability to design and adapt scorecards to meet evolving business needs using current technology.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with all levels of staff and maintain confidentiality and professionalism.
• Demonstrated understanding of call center metrics, coaching and feedback strategies, and service excellence principles.
• Demonstrated ability to handle a high volume of member interactions with patience, positivity, and accuracy.
• Comfort with technology, including the ability to navigate multiple systems, use online banking tools, and troubleshoot digital platforms with members.
• Strong problem-solving skills and sound judgment when handling member concerns and sensitive information.

Work Environment & Schedule:

• Must be able to work flexible hours, including early mornings and alternate Saturdays as needed to support call volume.
• Hybrid or on-site schedule depending on operational needs.

Education & Experience:

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Minimum of 2 years of experience in a contact center environment, preferably in a financial institution.
• Prior experience in a quality assurance, coaching, or training role strongly preferred

Physical Requirements:

• The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.
• Reasonable accommodation may enable individuals with disabilities to perform essential functions. While performing the duties of this Job, the employee is regularly required to sit, use hands to finger, handle, or feel, and talk or hear.
• The employee is frequently required to walk and reach with hands and arms.
• The employee may occasionally stand, stoop, kneel, or crouch.
• The employee may occasionally lift and move up to 10 pounds.
• Specific vision abilities this job requires include close vision and the ability to adjust focus.

Compliance:

• Employees must uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions with B.S.C.U. will consider the awareness of unusual or suspicious activity relevant to the department.
• In addition to any other assigned training courses, online B.S.A. and O.F.A.C. courses must be completed at least annually, as made available by the Training and Compliance Department.
• Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, U.S.A. Patriot Act, O.F.A.C., Fair Lending, and Credit Card Act.

BrightStar Credit Union is an Equal Opportunity Employer. BrightStar Credit Union is a Drug-Free Workplace