MSC Trainer & Quality Assurance Specialist/Hybrid

Franklin Mint Federal Credit Union, Inc.; Northern (KY); Hybrid; USD 53,000 - 79,000; Full time

Benefits offered by this job

Competitive salary and bonuses

Paid time off

Health benefits

401(k) with match

Tuition reimbursement

Training and development programs

Paid holidays

Job summary

Franklin Mint Federal Credit Union, Inc. is seeking a Trainer & Quality Assurance Specialist for a hybrid role in Chadds Ford, PA.

You will develop, deliver, and maintain a comprehensive training and QA program for the Member Service Center, overseeing onboarding, coaching, and ongoing training to ensure exceptional member service and regulatory compliance. Responsibilities include quality assurance across calls, emails, chats, and other channels; creating training materials; coaching staff; and

Qualifications

• High school diploma required; associate/bachelor preferred.
• Minimum 4–6 years in a financial institution, 5 years in a Member Service Center/Call Center.

Responsibilities

• Coordinates onboarding and training for new hires in the Member Service Center.
• Delivers ongoing training on products, services, systems, and procedures.
• Conducts quality assurance evaluations of member interactions (phone, email, chat).
• Documents QA findings and provides feedback to employees and supervisors.
• Partners with supervisors to identify performance trends and coaching opportunities.
• Tracks training completion, QA scores, and progress to management.
• Supports rollout of new products and process improvements.

Skills

Customer service

Interpersonal

Presentation skills

Motivated/Independent

Sales/Negotiation

Analytical/problem solving

Organizational skills

Project management

Detail oriented

Verbal/written communication

Microsoft Office

Education

High school diploma or equivalent

Associate's degree

Bachelor's degree

Tools

Microsoft Office

Job description

# MSC Trainer & Quality Assurance Specialist/HybridMember Service Center - Chadds Ford, PA 19317## OverviewSalary Range$52,816.00 - $79,224.00 SalaryPosition TypeFull TimeEducation Level4 Year Degree## Description**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.## Qualifications**Education/Experience*** High school diploma or equivalent required; Associate's or Bachelor's degree in Business, Communications, Education, Human Resources, or a related field preferred.* Minimum of 4-6 years of experience in a financial institution, with at least 5 years in a Member Service Center, Contact Center, or Call Center environment.**Other Qualifications**Strong demonstrated abilities required:* Customer/Member Service* Interpersonal/Team Player* Presentation SKills* Motivated/Works Independently* Sales/Negotiation Skills* Analytical/Problem Solving* Organizational Skills* Project Management Skills* Detail Oriented* Verbal/Written Skills* Microsoft Office* Prioritize/Multi-taskAlso required:* Ability to work a flexible schedule* Must maintain confidentiality* Strong listening skills* Ability to service members by making them feel welcomed, engaged, and significant with every interaction**Physical Requirements**The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.* Ability to sit for extended periods; occasional standing* Frequent use of hands/fingers for typing and operating standard office equipment* Ability to hear and speak clearly* Visual acuity to read computer screens and written documents* Minimal physical exertion; occasional walking**What we offer to our team members:*** A competitive salary* Team Based Incentives and Performance Bonus Opportunities* Referral Incentive Opportunities* Generous Paid Time Off* Medical, Dental and Vision plans* Health Savings Account with employer contribution* Flexible Spending Accounts* 401K with employer contribution and match* Employer paid life insurance/AD&D* Supplemental insurance plan options* Employer paid Short and Long term disability programs* Paid Family Leave* Tuition Reimbursement* Training and Development Programs* Paid Holidays* Paid Volunteer Time Off* Employee Assistance Programs* Pet Insurance**Equal Employment Opportunity*** FMFCU/SFN is an equal opportunity employer and prohibits discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), age (40 and over), national origin or ancestry, physical or mental disability, genetic information, veteran status, uniformed service member status or any other status protected by federal, state or local law.Offered pay rate for this position typically aligns with the minimum to midpoint of the salary range and varies based on factors such as qualifications and experience, budget, and internal alignment.