Supervisor, Quality Assurance & Analytics

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 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

• 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.

• 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

Qualifications

• Associate’s degree or equivalent combination of education and experience required.

• Three (3) years of quality experience in a complex multi-call type contact center environment required.

• Three (3) years financial services or related experience required.

• Minimum 3 years prior lead or supervisory experience required.

• Intermediate Microsoft Excel skills required, LC Systems preferred

• Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity.

• Ability to communicate effectively in both verbal and written formats and give presentations utilizing various audiovisual support aids

• Ability to manage multiple projects, work in fast-paced environment, and meet deadlines

• Demonstrated excellent analytical and quantitative skills

• Ability to exercise discretion and good judgment in making decisions

• Proficiency in Microsoft applications particulaly Excel and Word

• Minimal travel may be required

• Ability to maintain confidentiality of materials handled

• Ability to be flexible and work under high pressure in a complex environment

About Velera

At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners.   Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

Pay Equity

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Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life Benefits!

• Competitive wages

• Medical with telemedicine

• Dental and Vision

• Basic and Optional Life Insurance

• Paid Time Off (PTO)

• Maternity, Parental, Family Care

• Community Volunteer Time Off

• 12 Paid Holidays

• Company Paid Disability Insurance

• 401k (with employer match)

• Health Savings Accounts (HSA) with company provided contributions

• Flexible Spending Accounts (FSA)

• Supplemental Insurance

• Mental Health and Well-being: Employee Assistance Program (EAP)

• Tuition Reimbursement

• Wellness program

• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions

Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

Velera is an E-Verify Employer. Review the E-Verify Poster here.  For information regarding your Right To Work, please click here.

This role is currently not eligible for sponsorship.

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at [email protected] for assistance.