Member Solutions Quality Assurance Analyst

At Landmark Credit Union, we succeed by putting people first - and that starts with you. Our culture of inclusion and collaboration enables us to support our members' financial wellbeing, positively impact the communities we serve, and help our associates grow their careers. Bring your authentic self to work as part of an organization where you'll feel valued for your unique qualities, are enabled to reach your full potential, and are recognized for your contributions to our success. We strive to ensure you feel empowered to grow and succeed, while also feeling valued and taken care of, as we all do our part to put people first. We invite you to learn more about this and other opportunities at Landmark Credit Union.

NATURE AND SCOPE
This position reports to the AVP of Member Solutions and serves as a subject matter expert for department onboarding, training, quality initiatives, and culture. The role is responsible for designing, leading, and continuously improving onboarding and ongoing training programs to drive consistent performance, compliance, and alignment with operational standards.
In addition to training delivery, this role provides strategic quality oversight, analyzes performance trends, and partners closely with department leadership, compliance, audit, and training teams to drive continuous improvement. The position plays a key role in shaping department readiness, associate capability, and long term quality outcomes through advanced coaching, training, and quality review practices.

REQUIREMENTS
1. High school diploma or equivalent, and minimum of three years as a Member Solutions Quality Assurance (QA) Specialist, or a minimum of five years of quality assurance experience at a financial institution, preferably within collections. Experience developing and facilitating training may be considered in lieu of collections experience.
2. Demonstrated ability to analyze data, identify trends, and influence decisions through actionable insights.
3. Strong working knowledge of department policies, procedures, regulatory requirements, and quality standards, with the ability to quickly learn and apply new information.
4. Excellent verbal and written communication, problem solving, and organizational skills, with the ability to influence and work independently. Bilingual skills preferred.
5. Proven ability to use independent judgment and discretion in various situations while maintaining a high degree of confidentiality.
6. Experience or ability to gain proficiency in all programs and systems used for this job.
7. Must develop a thorough understanding of company policies and procedures as they relate to this position. Must comply with all company policies and procedures and all job-related State and Federal laws and regulations.

PRINCIPAL ACCOUNTABILITIES
1. Leads the design, delivery, and continuous improvement of onboarding and ongoing training programs to drive consistent performance, compliance, and quality outcomes.
2. Analyzes quality, training, and performance data to identify trends, gaps, and opportunities; provides actionable insights and recommendations to leadership.
3. Leads quality assurance processes, including calibration, scorecard design, monitoring, and reporting, ensuring alignment with operational compliance and audit standards.
4. Partners with department leaders, Compliance, Audit, and Legal to ensure consistency in quality standards, scoring practices, and audit readiness.
5. Oversees onboarding progress and ongoing training requirements, providing performance insights and recommendations to support associate development and quality improvement.
6. Develops and delivers advanced coaching strategies, training sessions, and quality communications to strengthen associate capability, call quality, and risk awareness
7. Owns and maintains quality program materials, tools, and documentation, ensuring accuracy, regulatory alignment, and effective tracking and reporting.
8. Supports audit and exam activities by preparing documentation, validating quality results, and sharing insights with internal and external stakeholders as needed.
9. Serves as a central point of contact for escalated quality concerns and complaints, conducting research and partnering with leadership to develop responses and solutions.
10. Performs other duties as assigned.

EEO/Veterans/Disabled