💼 About This Role

You'll be responsible for analyzing service interactions and documenting optimal service delivery standards to ensure consistency, while providing actionable recommendations to team members and leadership. You'll also lead training programs and the Observation Coaching process to drive continuous improvement.

🎯 What You'll Do

• Analyze service interactions and audit performance data.
• Develop training materials and documentation.
• Lead the Observation Coaching process.
• Design and deliver targeted training programs.

📋 Requirements

• Knowledge of financial institution products and services.
• Experience coaching and training individuals or groups.
• Ability to negotiate change across organizational boundaries.
• Skills in word processing and spreadsheet software.

✨ Nice to Have

• Experience with call recording analysis.
• Familiarity with credit union operations.
• Certification in quality assurance or training.

🎁 Benefits & Perks

• 🏖️ Generous PTO
• 🏥 Medical, dental, vision insurance
• 💰 401(k) with employer match
• 🎓 Tuition assistance
• 🏆 Performance bonuses