Support a high-performing contact center by evaluating call quality and strengthening member experience across English and Spanish interactions.
About Golden 1 Credit Union
Golden 1 is one of the nation’s largest credit unions, serving members with integrity, reliability, and world-class service. Our Member Service Contact Center plays a critical role in delivering consistent, accurate, and empathetic support. As part of our Quality Assurance team, you’ll help reinforce the standards that keep Golden 1 trusted across California.
Schedule
- Full-time
- Remote (California residency required)
- Pay: $22.75–$28.00 hourly + $1.00/hour bilingual differential
- Must be available for flexible scheduling, including Saturdays
- NICE/Nexidia experience preferred
Responsibilities
- Monitor recorded and live calls in both English and Spanish to evaluate quality, accuracy, and compliance.
- Score interactions and provide clear, constructive feedback to representatives and supervisors.
- Identify call trends, skill gaps, and member experience issues; report findings to leadership.
- Support coaching sessions and contribute to calibration activities.
- Ensure employees follow policies, use proper tools, and meet ethical and procedural standards.
- Maintain strong knowledge of Golden 1 products, services, policies, and regulatory requirements.
- Complete all required regulatory training modules.
- Produce reports, maintain documentation, and support other QA functions as assigned.
- Maintain awareness of Contact Center operations, including Support, Member Solutions, and email teams.
Requirements
- AA degree or equivalent work experience.
- 3+ years of experience in a financial institution or contact center environment.
- Strong understanding of Golden 1 products, services, policies, and compliance requirements.
- Exceptional listening, analysis, and documentation skills.
- Experience with Microsoft Word, Excel, and Access preferred.
- Bilingual English/Spanish required, with professional fluency:
- Accurate grammar and pronunciation
- Able to converse with native speakers easily
- Capable of explaining unfamiliar terms effectively
- Able to describe objects, routines, and scenarios in detail
- Strong ability to elaborate, support viewpoints, speculate, and communicate clearly
- Must pass a Language Testing International (LTI) Spanish assessment within 90 days of hire.
- Ability to multitask and perform repetitive tasks with accuracy.
- Strong written and verbal communication skills.
Benefits
Golden 1 offers competitive compensation and a comprehensive benefits package for eligible employees, including:
- Competitive hourly pay + bilingual premium
- Health, dental, and vision benefits
- Paid time off and holidays
- Retirement benefits
- Opportunities for training, development, and advancement
Help shape a member experience built on care, clarity, and quality.
Happy Hunting,
~Two Chicks…