Evaluation Supervisor

4 weeks ago


San Antonio, Texas, United States RBFCU Full time

Job Description and Requirements

Evaluation Supervisor will manage and oversee the evaluation team development for effective and efficient quality assurance standards. In addition the supervisor will evaluate, report, and analyze all internal department's standard operating procedures and technical procedures through telephone, chat, and secure message evaluations. The supervisor will provide necessary training and assist in developing and implementing changes for all internal department's as applicable to ensure the credit union is fully compliant and maximum quality assurance standards are met.

Essential Functions and Responsibilities:

Promote credit union quality assurance standards.Work in direct communication with internal department's management teams to ensure minimum branch and department quality assurance standards are met.Evaluate and analyze evaluation team for accuracy and professionalism.Coach and counsel where necessary.Resolve escalated issues and maintain accountability for all department operations and specialists' development.Listen to department calls to monitor and evaluate proper telephone etiquette and department standard technical and operating procedures.Review department chats and secure messages to monitor and evaluate proper chat etiquette and department standard technical and operating procedures.Provide quality control recommendations for implementation, training, and standardization.Prepare and analyze reports and findings to provide to Branch Support Manager and AVP.Conduct briefings and orientations on Quality Control and Quality Assurance.All other duties as assigned (note: essential functions and responsibilities may change, or new ones may be assigned at any time with or without notice). Requirements: High School Diploma or GEDMinimum of three years job-related supervisor/management experienceMinimum of five years of financial institution experience and/or customer service experienceProficient in all Quality Control and Quality Assurance areasMust have good organizational, communication, and interpersonal skills, along with the ability to multi task and manage time effectively with a close attention to detailAccept ownership and adapt to needs of departmentSelf-initiate and apply logic to problem solve with few concrete variablesAbility to apply common sense understanding to carry out instructions furnished in written, oral, and diagram formAbility to deal with problems involving several concrete variables in standardized situationsAttendance and promptness is pertinentAll qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
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