[Remote] Contact Center Training and Quality Operations Manager

Note: The job is a remote job and is open to candidates in USA. Peak Credit Union is focused on maintaining strong connections with its members and local communities. They are seeking a Contact Center Training and Quality Operations Manager to oversee the development and continuous improvement of Quality Assurance and Training programs, ensuring exceptional service delivery and alignment with strategic objectives.

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

Skills

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

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.
• We also offer Health Care FSA (HCFSA), Health Savings Account (HSA) with employer contributions, and Dependent Care FSA (DCFSA).
• Employees also have access to Life and AD&D insurance.
• Employees are able to enroll in our 401k plan.
• Full-Time Regular employees accrue 8 hours of vacation and 8 hours of sick leave, on a monthly basis.
• Full-Time Regular hired employees also receive 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.

Company Overview