Quality Service Manager
CurrentManages the delivery of quality service to members and between credit union departments. Oversees an organization-wide effort to install and make permanent a climate where all employees continuously improve their ability to provide products and services. Develops implements and monitors training programs, policies and procedures which ensure a continuous improvement in the quality of services delivered.Principal responsibilities include:• In conjunction with senior management, plans, formulates and implements quality service policies and programs which meet the objectives of the credit union.• Acts as the point-person of Quality Service throughout the credit union; exemplifies the Quality Service standards in words and actions in dealing with staff, members, and outside vendors. • Coordinates annual Member and Employee Surveys, analyzes results, and prepares an action plan.• Maintains Member Complaint Tracking System; processes member feedback and coordinates responses.• Develops, implements, and conducts training programs to further the quality service objectives of the credit union. • Organizes and implements internal recognition programs. • Coordinates and leads quality service meetings and new account meetings, is responsible for implementing suggestions and recommendations for improvement. • Works with all credit union staff members to improve internal quality service.• Visits all member-contact credit union locations to perform staff observations and to present feedback to respective managers in order to improve member service.• Develops, prepares, and present reports to management and staff. • Reviews job processes and implements changes to improve efficiency and effectiveness of credit union operations.• Acts as vendor and employee point of contact for various quality service vendors, as well as check printing vendor.• Ensures compliance of established credit union policies and procedures.
