MSC Trainer & Quality Assurance Specialist
FRANKLIN MINT GROUP · Member Service Center - Chadds Ford, PA 19317
Summary
- Develops, delivers, and maintains a comprehensive training and quality assurance program for the Credit Union's Member Service Center. Oversees the onboarding and training of all new hires, providing in-office instruction, coaching, and support throughout their initial training period to ensure a successful transition into their role. Delivers ongoing training to existing employees, including refresher sessions and education on new products, services, systems, and procedures. Conducts quality assurance evaluations for all Member Service Center representatives, monitors call quality and service standards, identifies coaching opportunities, and partners closely with supervisors to improve employee performance, enhance the member experience, and ensure compliance with Credit Union policies and regulatory requirements.
Key Responsibilities
- Coordinates and delivers the onboarding and training program for all newly hired Member Service Center employees.
- Provides in-office training, coaching, and support for new hires throughout their initial training and onboarding period.
- Develops, updates, and maintains training materials, job aids, procedures, and reference guides to ensure consistency and accuracy.
- Conducts ongoing training sessions for existing Member Service Center staff on new products, services, systems, policies, procedures, and regulatory requirements.
- Identifies knowledge and skill gaps through quality assurance reviews, performance metrics, and supervisor feedback, and develop targeted coaching plans.
- Performs regular quality assurance evaluations of member interactions, including phone calls, emails, chats, and other communication channels, ensuring adherence to service standards, compliance requirements, and established procedures.
- Documents quality assurance findings and provide timely, constructive feedback to employees and supervisors.
- Partners with Member Service Center Supervisors to identify performance trends, coaching opportunities, and individualized development plans for team members.
- Monitors department performance metrics and recommend training initiatives to improve member experience, operational efficiency, and employee performance.
- Facilitates one-on-one coaching sessions and small group training based on quality assurance results and business needs.
- Tracks and reports training completion, quality assurance scores, coaching activities, and employee progress to management.
- Assists in the development and implementation of quality assurance standards, evaluation forms, and calibration processes to ensure consistency.
- Serves as the subject matter expert for Member Service Center procedures, systems, and best practices.
- Supports the rollout of new products, services, technologies, and process improvements by creating and delivering appropriate training.
- Collaborates with department leadership to continuously evaluate and enhance training programs and quality assurance processes.
- Promotes a culture of continuous learning, accountability, exceptional member service, and regulatory compliance.
- Is responsible for adhering to operational controls, including compliance with all required regulations and policies such as the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) to ensure the safety and soundness of Franklin Mint Federal Credit Union and its members.