Deposit Operations Quality Assurance
U W CREDIT UNION
MADISON, WI
Apply
JOB DETAILS
SALARY
LOCATION
MADISON, WI
POSTED
30+ days ago
2025-5838 Location : City Madison Category Member Services FTE 1.0
Schedule Monday - Friday 8:00am - 5:30pm Salary Grade 8 Min USD
$26.72/Yr. Mid USD $31.44/Yr. Overview At UW Credit Union, we're
committed to delivering world-class service in every interaction. The
Deposit Operations Quality Assurance (QA) Specialist (internally known
as Membership Services Quality Assurance (QA) Specialist) ensures that
commitment is consistently met by monitoring the quality of services
delivered across phone, web, and branch channels. In this role, you will
conduct in-depth quality reviews, identify service and process gaps, and
partner with leadership to implement solutions that improve both the
member experience and operational efficiency. You will play a key role
in call quality, SLA monitoring, onboarding support, and training, while
serving as a trusted peer coach to Membership Services staff. Ideal
candidates are detail-oriented, analytical, and skilled in identifying
root causes of issues-translating findings into actionable improvements.
If you enjoy collaborating across teams, developing metrics, and
influencing positive change, this role offers the opportunity to make a
lasting impact on service quality and operational success.
Responsibilities QA Operational Excellence (50%) 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. Quality Analysis &
Implementation (30%) 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. Mentoring & Training Support... For full info follow
application link. UW Credit Union is proud to be an Equal Opportunity
and Affirmative Action Employer of Minorities, Protected Veterans,
Women, and individuals with Disabilities. * APPLICATION
INSTRUCTIONS: Apply Online: ipc.us/t/EE68A626CEE44C33
About the Company
U