Contact Center Training and Quality Operations Manager
New
P
Peak Credit Union Credit Union
Remote role open to candidates residing in Washington (WA) or Oregon (OR)., 5:00 PM PSTFull-TimeManager
Salary84,960 - 127,440 USD per year
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Job Details
- Experience
- 5 years
- Required Skills
- LeadershipProject ManagementData AnalysisQuality Assurance
Requirements
- Minimum of five (5) years experience in a contact center, quality assurance, training, or operations role.
- Demonstrated leadership responsibilities.
- Minimum of three (3) years experience in a supervisory or manager role.
- Certified Professional in Talent Development (CPTD).
- Knowledge of member services, needs assessment, and service evaluation.
- Knowledge of business and management principles including strategic planning and resource allocation.
- Ability to manage employee resources and motivate teams.
- Ability to manage projects simultaneously while meeting goals.
- Ability to conduct training, communicate, and present professionally.
Responsibilities
- Collaborates with the Director of Contact Center to develop and implement strategies that differentiate member support.
- Acts as a subject matter expert for all credit union policies and procedures.
- Designs and oversees a comprehensive Channel Services Quality Management program.
- Creates a robust onboarding program tailored to frontline employees and leadership.
- Leads and manages a team of trainers.
- Manages and maintains Channel Services knowledge base content.
- Analyzes member feedback to identify pain points and collaborates on solutions.
- Provides actionable insights regarding service trends, gaps, and opportunities.
- Participates in and leads projects related to quality assurance, training, and service enhancement.
- Develops and delivers insightful reporting for leadership.
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