Join the People Helping People

Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service.

The Opportunity

Schedule: Monday - Friday, day shift

The Supervisor, Quality Assurance & Analytics will lead a team of Quality Assurance Analysts who are responsible for all aspects of quality for designated departments as well as leading a team of Analytics Analysts who are responsible for providing reporting and analytics. Responsible for ensuring the overall quality of services for their direct reports to ensure expectations are achieved. Collaborate with external clients to determine their quality needs, and ensure the team maintains quality commitments. Identify and coordinate the implementation of strategies, processes, systems and tools that drive performance improvement and enable the long-term success of the business unit’s initiatives

Day in the Life

• Manage employee performance, to include coaching, communicating employee progress toward goals, and taking corrective actions, where necessary; track and document employee performance, and provide feedback on daily work, service levels, and applicable performance metrics.

• Manage and approve builds of queries and reports designated for automated analysis and topic identification completed by analytics analysts

• Work with supported business unit leaders to identify and implement process improvements to maximize quality, efficiency, and cost effectiveness of team; facilitate ongoing process improvements.

• Communicate company strategies, client initiatives, system enhancements, performance and other key information to team; conduct team meetings on a regular basis.

• Maintain thorough knowledge of call center, fraud, collections, disputes and financial industries and applicable best practices.

• Improving and integrating the speech analytic framework into the day to day operation for the Contact Center.

• Enhances VELERA’s investment in speech analytics technology to deliver useful insights that drive quantifiable improvements to the customer experience, KPI performance and trends, and deep insights into how to best acquire, retain, and service our members.

• Create and analyze pertinent production related statistical data, making recommendations for improvement; respond to requests for analysis regarding quality scores; actively participate in operational discussions and provide analysis and insight.

• Provide in-depth speech analytics insights, analysis, and reporting to partners across all departments

• Coach analytics analysts to create useful plans through the analysis of both quantitative and qualitative data, building recommendations that directly address business objectives

• Review call trends and provide analysis for production and process improvements to ensure quality standards are consistently achieved in all sites.

• Assist in the production and distribution of reports on quality of service and measurements of performance as directed by Quality Manager.

• Assist Quality Manager with database maintenance and troubleshooting of Quality Assurance and recording databases.

• Manage process documentation and communication both within the team and with the appropriate external parties.

• Participate in evaluation and implementation of new products and services as requested by Quality Assurance Manager.

• Partner with leadership to develop and support a high-performance culture that focuses on continuous improvement and provide high quality delivery to internal and external customers.

• Assist department members as needed to minimize errors that might result in monetary loss.

• Perform other duties as assigned.

Supervisory Responsibility

• Provide direction and leadership to staff; guide, coach, mentor and develop staff ensuring compliance with processes and procedures

• Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff

• Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement

• Direct staff, to ensure that all duties are performed according to department performance standards