[Hiring] Contact Center Training and Quality Operations Manager @Peak Credit Union

Role Description

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.

What You’ll Do

• 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.

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).

Bonus Points If You Have

• Bachelor's degree in Business Administration or related field of study.

What You’ll Bring

• Knowledge of principles and processes for providing member services; including member needs assessment, meeting service standards and evaluation of member satisfaction.
• Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, production methods and coordination of employees and resources.
• Knowledge of the complete line of products and services offered; keeps up to date with mandatory training and requests additional training and/or development as needed.
• Ability to manage employee resources through motivating, developing and directing employees as they work and the best people for the job.
• Ability to manage projects simultaneously while meeting production/output goals and deadlines.
• Ability to conduct training, communicate, and make professional presentations.
• Ability to establish program goals and objectives that support the credit union’s strategic plan.

Benefits

• This position is eligible for Full-Time Regular benefits.
• Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage.
• Includes an option for Medical, Dental, and Vision insurance to be paid at a 100% by company for the employee only coverage.
• Health Care FSA (HCFSA), Health Savings Account (HSA) with employer contributions, and Dependent Care FSA (DCFSA).
• Access to Life and AD&D insurance.
• Enrollment in our 401k plan.
• Accrual of 8 hours of vacation and 8 hours of sick leave, on a monthly basis.
• 11 paid holidays throughout the calendar year, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time.
• All benefits except 401k start the first of the month following date of hire.
• Employees become eligible to contribute to 401k on the first of the month following 60 days of employment.