The Member Experience Quality Assurance Supervisor oversees the Quality Assurance staff to ensure exceptional member service across all channels. They specialize in evaluating service interactions, developing performance standards, and driving continuous improvement initiatives that enhance the member experience while ensuring regulatory compliance. Our Member Experience Quality Assurance Supervisor must embody Pelican’s Core Values and provide excellent service in all that they do.

A Day in the Life of a Member Experience Quality Assurance Supervisor INCLUDES:

• Overseeing the Quality Assurance team to evaluate and improve member interactions across all channels including phone, chat, video, and in-branch. Ensuring a member-first approach to service delivery.
• Assigning workload to meet department demands and goals.
• Analyzing data from staff QA evaluations, member surveys, and KPIs to identify trends and recommend improvements. Effectively tracking performance and presenting insights to leadership as needed.
• Reviewing and recommending revisions to the procedures used within monitored interactions and working with the Compliance department as needed to ensure policies/procedures are followed, sharing concerning interactions as needed.

Member Experience Quality Assurance Supervisor Skills and qualifications include:

• 3 years of experience to include call center and financial institution experience.
  • Prior experience in auditing is preferred.
• High School diploma or GED.
• Excellent oral, written, and telephone communication skills.

• Strong problem-solving, attention to detail, and member service skills.
• Proficiency in Microsoft Office products, especially Excel.

Other things you may want to know about this position:

• Work Schedule
  • Monday – Friday
    • 8:30 am – 5:30 pm
• Travel
  • Travel is rarely necessary for this position.
• Work Site Location
  • All work will be performed at our beautiful Corporate Campus located at 2675 O'Neal Lane Baton Rouge, LA 70816

Why should you join the pelican team?

Since 1956, Pelican State Credit Union has been providing financial services to individuals and their families throughout the state of Louisiana. We've since grown into the largest state-chartered credit union in Louisiana now serving over 68,000 members nationwide. Because of our continued growth, Pelican State Credit Union is searching for new team members that embrace our Core Values and have a desire to positively contribute to our culture.

Our culture is grounded in faith, and we strive to live the golden rule of ‘love thy neighbor’. We are dedicated to creating, promoting, and nurturing a safe and inclusive work environment, and we expect the same from each of our employees. We value diverse talents and welcome individuals with unique backgrounds, working styles, and skillsets. We believe that our differences make us a better team by allowing us to make better decisions, be more innovative, and better serve our members and communities.

Our full-time employees enjoy amazing benefits including:

• Medical, Dental, and Vision Insurances with generous employer premium contributions
• Health Savings Account with employer contributions for eligible employees
• Employer-Paid Group Life Insurance
• Voluntary Dependent Life Insurance
• Paid Vacation & Sick Leave
• 15 Paid Holidays, including a Cultural Floating Holiday
• 401K Plan with a 5% discretionary profit share contribution, plus a dollar-for-dollar match of up to 5%
• Paid Time Off to volunteer with approved non-profits and charities

Pelican State Credit Union is an Equal Opportunity Employer. All Credit Union campuses are tobacco and vape-free.