Bilingual Contact Center QA Specialist

Travis Credit Union; Vacaville (CA); Hybrid; USD 35,000 - 44,000; Full time

Benefits offered by this job

Competitive medical, dental, andVision

Mental health and wellness programs

Employee performance incentive plan

Merit-based salary increases

401(k) with employer match

Generous holidays and vacation

Exclusive TCU employee perks (loans, 4

Job summary

Travis Credit Union is seeking a Contact Center Quality Assurance Specialist to evaluate member interactions across calls, emails, and chats, ensuring compliance with policies and service standards. Using Genesys Cloud and speech analytics, you’ll identify trends and coach teams to improve quality and efficiency.

The role requires bilingual English/Spanish communication, strong QA data analysis, and collaboration with operations and training to drive continuous improvements in member experience.

Qualifications

• Bachelor’s degree in a related field or equivalent work experience.
• Minimum 1 year of experience in a contact center environment, preferably within a financial institution.
• Fluent in English and Spanish.
• Strong organizational skills and ability to manage multiple priorities.
• Experience with Genesys Cloud and speech analytics preferred.

Responsibilities

• Conducts quality evaluations of all member interactions across calls, emails, and chats.
• Applies established QA criteria to assess compliance, service quality, and performance accuracy.
• Utilizes speech analytics and QA data to identify trends, patterns, and improvement opportunities.
• Documents evaluation results accurately and maintain quality records and audit documentation.
• Delivers actionable feedback to frontline staff, supervisors, and leadership partners.
• Participates in calibration sessions to ensure scoring consistency and rubric alignment.
• Supports coaching, training, and development efforts based on QA insights.
• Collaborates with operations, training, and leadership to recommend process improvements.
• Contributes to continuous improvement initiatives that enhance quality and member experience.

Skills

Bilingual (English/Spanish)

QA data interpretation

Root cause analysis

Cross-functional collaboration

Quality evaluation accuracy

MS Office proficiency

Education

Bachelor’s degree or equivalent

Tools

Genesys Cloud

Speech analytics

Microsoft Office

Job description

Travis Credit Union is seeking a Contact Center Quality Assurance Specialist to evaluate member interactions across calls, emails, and chats, ensuring compliance with policies and service standards. Using Genesys Cloud and speech analytics, you’ll identify trends and coach teams to improve quality and efficiency.

The role requires bilingual English/Spanish communication, strong QA data analysis, and collaboration with operations and training to drive continuous improvements in member experience.