Bilingual Spanish Call Quality Representative I

Nusenda Credit Union is dedicated to excellent member service and being a great place to work. We strive to make a positive difference in the lives of our members and the communities we serve to help them achieve their financial goals. Diversity, equity, and inclusion are part of our culture and values.

As an employer of choice, we invest in people and their careers. Our competitive employee benefits include several health and wellness options, competitive 401(k) matching contributions, professional development, and tuition assistance and more!

Thank you for your interest in joining the Nusenda team!

We are currently seeking a Bilingual Spanish Call Quality Representative to join our Contact Center. As a Bilingual Call Quality Representative you will be responsible for evaluating the performance of Member Service Representatives (MSRs) by reviewing interactions with current and prospective members across multiple channels, including inbound and outbound calls, emails, and chats. You'll work conduct regular quality review sessions to inform coaching strategies, identify training needs, and support continuous improvement. You'll be responsible for conducting evaluations using standardized quality guidelines with a strong emphasis on accuracy. You'll contribute to qualitative insights and frontline observations to complement data-driven trends, ensuring alignment with quality standards.

What you'll do:

• Monitor recorded and live calls on a daily and weekly basis to evaluate the performance of Member Service Representatives (MSRs) against defined quality standards, including call flow, service expectations, accurate request handling, and policy compliance.
• Perform real-time call listening and occasional MSR shadowing during peak periods or as part of ad-hoc quality initiatives, as needed. Document findings and provide written performance analysis to various receivers within the department, collaborating with the VP of Contact Center.
• Collaborate with Member Service Managers and Coaches during weekly or bi-weekly scheduled quality review sessions to deliver feedback that informs coaching plans, training updates, and service improvements primarily communicated through evaluation forms.
• Provide structured, actionable feedback to management following each evaluation cycle or as part of regular coaching sessions.
• Participate in coaching discussions-often held after quality review sessions or performance dips-by sharing insights into agent behavior, identifying root causes of issues, and recommending targeted coaching strategies.
• Review call quality trends on a monthly or quarterly basis to identify compliance issues and service inconsistencies.
• Analyze quality scores to detect knowledge gaps or inefficiencies and recommend updates to training materials or workflows as needed.

What you'll need:

• Three to five years of similar or related experience
• Associates Degree or completion of two-year college degree or equivalent
• Bilingual-Spanish

Key skills and experience:

• Experience in contact center operations including accounts, specialty products, and lending.
• Must be able to handle multiple responsibilities, meet deadlines, deal with sensitive information and handle problem resolution.
• Effectively communicate with internal and external customers appropriately via in person, email etc.
• Experience in multi-tasking, meeting strict deadlines, dealing with sensitive information, and problem resolution while providing exceptional service.
• Must be knowledgeable in Microsoft Office and all internal systems as affiliated with the department.
• Ability to adapt quickly to change and proactively communicate.

Nusenda Credit Union is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.