Contact Center Training and Quality Operations Manager
$93,456–$106,200 year
Remote · Washington, United States or Oregon, United States
Job Summary
Oversees the development and continuous improvement of the Quality Assurance and Training programs within Channel Services for a credit union, ensuring a robust onboarding process, distinctive service delivery standards, and proactive solutions to meet member needs. Acts as a SME for credit union policies and member interactions across over-the-phone and digital channels; leads the design and management of the Channel Services Quality Management program; builds and maintains onboarding for frontline and leadership; leads and mentors trainers; manages knowledge base content; analyzes member feedback to drive improvements; provides actionable insights and reporting to leadership; participates in projects related to quality assurance, training, and service enhancements; administers speech analytics and service recovery platforms; collaborates with senior stakeholders to ensure service excellence across channels.
Required Qualifications
- 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)
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