Analyst - Member Care Quality

Texas Dow Employees Credit Union

Houston, Texas, US
On-site
Quality monitoring data management
Root cause analysis
Member survey analysis
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 Care Member Survey results and listens to calls 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
  • Root cause analysis
  • Member survey analysis
  • Call calibration facilitation
  • Contact center policies and procedures

Nice-to-have

  • Strong leadership skills
  • Effective verbal and written communication
  • Ability to work with diverse groups

Key Requirements

  • 1-2 years call center experience
  • Supervisory experience
  • High school diploma or equivalent

Work Rights

Not specified

Tailored Resume

Cover Letter