Deposit Operations Quality Assurance Specialist
- Wauwatosa, WI
- Permanent
- Full-time
- Develop and execute quality assurance reviews that comply with policies, procedures, and regulatory standards.
- Partner with Compliance and leadership teams to ensure quality processes align with risk assessments and audit preparedness.
- Conduct internal audits and secondary data reviews to ensure accuracy, compliance, and service quality.
- Monitor SLA performance, proactively identifying risks to service quality and recommending corrective actions.
- Partner with EFT, Deposit Services, and Item Processing teams to resolve complex issues.
- Provide independent, high-quality work with minimal oversight, consistently delivering accurate and timely results.
- Participate in process improvement projects to enhance service consistency and efficiency.
- Analyze call records and service interactions to identify patterns, trends, and areas for improvement.
- Maintain and share quality metrics and scorecards with leadership to support coaching and performance management.
- Partner with the Data Analyst to provide actionable recommendations based on quality and performance data.
- Monitor adherence to operational protocols to ensure member interactions meet quality standards.
- Identify gaps in processes that could negatively impact service quality and work with stakeholders to implement solutions.
- Serve as a go-to resource for onboarding new Membership Services employees, providing training on systems, procedures, and quality expectations.
- Partner with subject matter experts to address training needs, including funds availability and other high-impact topics.
- Mentor peers to enhance skills, foster confidence, and reinforce quality-focused behaviors.
- Ensure all procedural updates are well-documented and clearly communicated to relevant staff.
- Continuously develop quality assurance, analytical, and coaching skills.
- Actively engage in UW Credit Union’s DEI initiatives and embrace innovation to achieve departmental goals.
- Maintain deep knowledge of deposit operations, regulations, and Membership Services processes.
- Serve as a role model and champion of change, supporting a culture of continuous improvement and excellence.
- Associate’s degree in business or related field, or equivalent relevant work experience (required)
- 4–5 years of quality assurance experience (required)
- 2–3 years of financial institution experience (preferred)
- 2–3 years of deposit operations experience (preferred)
- 2–3 years of check, wire, or ACH operational experience (preferred)
- Strong investigative, analytical, and problem-solving abilities.
- Detail-oriented with the ability to identify and address gaps that impact service quality.
- Skilled in prioritization, time management, and meeting deadlines in a fast-paced environment.
- Excellent communication skills, both verbal and written.
- Experienced in training, mentoring, and onboarding.
- Sound judgment and results orientation.
- Agile and adaptable to change.
- Proficient in Microsoft Office Suite; experience with call quality monitoring tools preferred.
- 21.5 days of annual time off (accrued per pay period)
- 2 weeks paid caregiver leave
- 2.5 weeks paid new child parental leave
- 2 days paid volunteer time
- 10 paid holidays (including your birthday!)
- 401k company match of up to 5%, plus approximately 4% discretionary match
- Variable bonus reward
- Competitive Medical, Dental, and Vision plans, including domestic partner eligibility
- Employee Assistance Program
- And more!