Mountain America Credit Union
InteractionQualityControlAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Interaction Quality Control Analyst at Mountain America Credit Union. Skills: Quality Control, Process Improvement, Customer Interactions. Analyze and audit service incident data. Provide structured recommendations”
What You'll Achieve.
Improve overall quality of customer experience
Industry & Context.
Take initiative to be a problem solver
Ability to sit, talk and hear consistently, Ability to stand, walk, and use hands to handle or reach occasionally, Close vision, Distance Vision, Ability to lift up to 10 pounds occasionally
What They're Looking For.
Must Have
2 years of customer service or related experience, High school diploma or equivalent
Nice to Have
Financial institution or contact center experience, Two-year college degree, Experience with financial systems and analytical or reporting software
What You'll Do.
Analyze and audit service incident data
Provide structured recommendations
Conduct targeted coaching sessions
Assess existing practices for improvement
Identify service improvement areas
Escalate complaints and concerns
Assist in training team members
Provide feedback for performance improvement
How You'll Work.
Team & Collaboration
Collaborate with ad-hoc teams; Work with leadership teams; Escalate to necessary teams
Communication Scope
Clearly express ideas verbally; Clearly express ideas in writing; Document outcomes; Present information to stakeholders
Full Job Description
# **Please reference the schedule and minimum qualifications listed below before applying.** If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email [email protected] and every reasonable effort will be made to accommodate your needs in a timely manner. # **_Job Summary_** The Servicing Quality Assurance (QA) Analyst is responsible for the overall quality of customer interactions. By analyzing and evaluating interactions, the QA Analyst makes improvement recommendations to the Servicing Operations leadership teams and monitors the results of stated recommendations. Analyst should have extensive knowledge of Loan Servicing and Asset Management processes and procedures and be able to conduct reviews with accuracy and attention to detail with limited supervision. # **_Job Description_** **LOCATION** Mountain America Center - Hybrid: 9800 S Monroe St Sandy, UT 84070 **SCHEDULE** Full Time To be effective, an individual must be able to perform each job duty successfully * Analyzes and audits service incident data, emails, chats, quality calls, service levels, adjustments/research, reconveyances, subordinations, SCRA, and remittances to identify areas of service delivery that did not meet pre-established performance standards. * Provides structured and timely recommendations via verbal and written feedback to leadership. * Develops and conducts targeted group coaching/calibration sessions that address service quality deficiencies and improvement opportunities. * Uses customer service expertise to assess existing practices and procedures for process improvement opportunities within the Loan Servicing and Asset Management teams. * Identifies areas of service improvements and develops suggestions that improve the overall quality of the customer experience when interacting with the Loan Servicing and Asset Management tea
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