Quality Assurance Analyst (Perm - Hybrid at our Chicago HQ near O'Hare Airport)

In this role, you will be responsible to monitor and evaluate the quality of member interactions to ensure compliance with company standards and regulatory requirements. Collaborate and provide feedback to departmental leadership to improve performance, identify risk, and enhance the member experience.
Responsibilities

• Monitor and evaluate member interactions through various communication channels to ensure adherence to company standards and protocols.
• Provide constructive feedback and coaching through assessment feedback to improve performance.
• Identify and share trends with departmental leadership regarding employee productivity and quality performance so proper coaching and training can take place.
• Collaborate to improve quality standards and share best practices that align with the mission and service vision.
• Ensure interactions comply with legal and regulatory requirements, as well as company policies.

Education:

• High School or Equivalent - Minimum
• Bachelor's Degree in Business or Related - Minimum

Years of Experience:

• 1 year - Customer Service, Contact Center or Related - Minimum

Compensation & Benefits:
Typical hiring range:‏‏‎ ‎$52,800 ‎-‏‏‎ ‎$72,600 Annually. Actual compensation will be determined using factors such as experience, skills & knowledge.
Additional Compensation: Annual performance bonus
‎Benefits: Alliant provides a benefits package including health care, vision, dental, and 401k with employer match.
Additional Benefits:

• Work from home up to 3 days a week
• Paid parental leave
• Employee discount programs
• Time off including paid personal and sick days
• 11 paid holidays
• Education reimbursement

*Note that eligibility and cost of benefits can vary depending on the number of regularly scheduled hours, and job status such as regular full-time, regular part-time, or temporary employment.
Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures 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.
The responsibilities listed do not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.