Deposit Operations Quality Assurance Specialist

Overview

At UW Credit Union, we’re committed to delivering world-class service in every interaction. The Deposit Operations Quality Assurance (QA) Specialist ensures that commitment is consistently met by monitoring the quality of services delivered across phone, web, and branch channels.

In this role, you will conduct in-depth quality reviews, identify service and process gaps, and partner with leadership to implement solutions that improve both the member experience and operational efficiency. You will play a key role in call quality, SLA monitoring, onboarding support, and training, while serving as a trusted peer coach to Membership Services staff.

Ideal candidates are detail-oriented, analytical, and skilled in identifying root causes of issues—translating findings into actionable improvements. If you enjoy collaborating across teams, developing metrics, and influencing positive change, this role offers the opportunity to make a lasting impact on service quality and operational success.

Responsibilities

QA Operational Excellence (50%)

• Develop and execute quality assurance reviews that comply with policies, procedures, and regulatory standards.
• Partner with Compliance and leadership teams to ensure quality processes align with risk assessments and audit preparedness.
• Conduct internal audits and secondary data reviews to ensure accuracy, compliance, and service quality.
• Monitor SLA performance, proactively identifying risks to service quality and recommending corrective actions.
• Partner with EFT, Deposit Services, and Item Processing teams to resolve complex issues.
• Provide independent, high-quality work with minimal oversight, consistently delivering accurate and timely results.
• Participate in process improvement projects to enhance service consistency and efficiency.

Quality Analysis & Implementation (30%)

Mentoring & Training Support (10%)

Engagement & Development (10%)

Qualifications

Education

Experience

Skills & Competencies

Why work for UW Credit Union?

Join one of Wisconsin’s premier financial institutions, a National Top Workplace and multi-year recipient of Madison Magazine’s Best Places to Work, Wisconsin State Journal’s Top Workplaces, and Milwaukee Journal Sentinel’s Top Workplaces to receive :

UW Credit Union is dedicated to cultivating a workplace that fosters a sense of belonging for all individuals and proudly upholds the principles of Equal Employment Opportunity (EEO). We highly value the unique perspectives and qualities that each person brings to our organization. Our recruitment, hiring, development, and promotion processes are based on an individual’s qualifications and demonstrated abilities. Our policy is to provide equal opportunities to all qualified applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, or any other characteristics protected by federal, state, or local laws. If you require a reasonable accommodation for any part of the employment process, please email  employment@uwcu.org .