Analyst - Member Care Quality

Texas Dow Employees Credit Union

Quality monitoring data management system
Root cause analysis
Action plan development
Uses quality monitoring data management system to compile and track performance at a team, individual and department level

Job Summary

  • Uses quality monitoring data management system to compile and track performance at a team, individual and department level.
  • Performs root cause analysis on missed quality goals and develops action plans to improve operational performance.
  • Reviews member survey results and call recordings associated with lower than satisfied ratings, providing findings to leadership.

Matching Summary

Uses quality monitoring data management system to compile and track performance at a team, individual and department level.

Skills & Requirements

Must-have

  • quality monitoring data management system
  • root cause analysis
  • action plan development
  • member survey review
  • call calibration facilitation

Nice-to-have

  • strong leadership skills
  • effective communication
  • working relationships with diverse people

Key Requirements

  • High school diploma or equivalent experience
  • One to two years of call center environment and supervisory experience
  • Knowledge of core systems, phone systems, e-mail, word processing, Internet, Intranet, Microsoft Word and Excel

Work Rights

Not specified

Tailored Resume

Cover Letter