Contact Center Training and Quality Operations Manager

Responsibilities

• Collaborates with the Director of Contact Center to develop and implement strategies that differentiate member support through exceptional service delivery.
• Fosters a positive, professional, and engaging work environment that encourages enthusiasm, collaboration, and excellence.
• Acts as a subject matter expert (SME) for all credit union policies and procedures, with a special focus on over-the-phone and digital member interaction Provides guidance to leadership and staff to ensure policy adherence and service excellence.
• Designs and oversees a comprehensive Channel Services Quality Management program, ensuring alignment with strategic goals and member satisfaction standards.
• Creates a robust onboarding program tailored to frontline employees and leadership, equipping them with resources, coaching, and support for confidence and success.
• Leads and manages a team of trainers, providing guidance, mentorship, and support to ensure the effective delivery of training programs that align with organizational goals.
• Manages and maintains Channel Services knowledge base content, ensuring it is accurate, up-to-date, and aligned with staff needs.
• Analyzes member feedback from complaints, surveys, and call recordings to identify pain points and collaborates with leadership on solutions to reduce friction.
• Provides actionable insights to various departments and credit union leadership regarding service trends, gaps, and opportunities for improvement.
• Participates in and leads projects related to quality assurance, training, and service enhancement, often stepping into a project management role to ensure deliverables are met and initiatives are successfully implemented.
• Develops and delivers insightful reporting for Channel Services leadership and senior stakeholders, focusing on actionable data to drive decisions. Researches and shares best practices for member and employee engagement, integrating insights into the organization's culture and processes.
• Ensures service delivery excellence across all interaction channels by tailoring solutions to meet unique member needs.
• Serves as an administrator of and optimizes speech analytics technology, providing training and support for leaders to leverage the platform effectively.
• Serves as a subject matter expert on the service recovery platform, ensuring best-in-class practices for achieving high-resolution rates.
• All other duties as assigned.
• When You'll Be Working: Monday - Friday: 8:00am - 5:00pm, with two days per week until 6:00pm. Full-time 40 hours a week. Rotating Saturdays: 9:30am - 2:00pm.

Requirements

• A minimum of five (5) years experience in a contact center, quality assurance, training, or operations role, with demonstrated leadership responsibilities.
• A minimum of three (3) years experience in a supervisory or manager role.
• Certified Professional in Talent Development (CPTD)
• Bonus Points If You Have:
• Bachelor's degree in Business Administration or related field of study.
• Knowledge of principles and processes for providing m

Benefits

Additional Information

To maintain a strong connection with our members and local communities and better understand their unique needs , we are currently considering applications from candidates residing in Oregon and Washington for all open positions. We appreciate your understanding as we focus our hiring efforts in these specific regions. And, we encourage all qualified candidates from these states to apply, as we look forward to learning more about your unique skills and experience ! Applicants are encouraged to apply by June 17, 2026, at 5:00 PM PST. Job postings are subject to close early or extend longer than the anticipated closing date. We recommend applying as soon as possible. Where You will Work: Remote role open to candidates residing in Washington (WA) or Oregon (OR). ( Branches ). Pay Range: The target annual pay range for this position is $93,456 - $106,200. The full annual pay range is $84,960 - $127,440. Compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer of employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role. Job Overview: This position oversees the development and continuous improvement of the Quality Assurance and Training programs within Channel Services. Ensures a robust onboarding process, distinctive service delivery standards, and the implementation of proactive solutions to meet and exceed members' expectations. As a subject matter expert in credit union policies, procedures, and member interaction channels, the Manager provides guidance across teams, steps into project management roles as needed, and aligns quality standards with strategic objectives while fostering employee engagement to drive excellence across all channels.

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