Contact Center Training and Quality Operations Manager

7 hours, 17 minutes ago
Full-time
Senior
Operations
TwinStar Credit Union

TwinStar Credit Union

TwinStar Credit Union is a member-owned financial cooperative established in 1938 by teachers at Olympia High School. Originally named Thurston County Teachers Credit Union, it aimed to provide affordable loans and savings options during the post-Depression era. Over the years, it has expanded its services to residents of Washington and Oregon, currently serving around 90,000 members with a workforce of 325 employees across multiple branches. The credit union offers a range of financial products, including loans and savings accounts, designed to support the financial success of its members. TwinStar is committed to community initiatives, such as providing grants to teachers for classroom supplies and field trips. It operates both physical branches and shared locations to enhance accessibility for its members. In September 2025, TwinStar merged with Northwest Community Credit Union and rebranded as Peak Credit Union, reflecting its commitment to community and belonging.

banking
201-500
Founded 1938
$4M raised

Description

  • Collaborate with the Director of Contact Center to develop and implement member support strategies.
  • Design and oversee the Channel Services Quality Management program aligned with strategic goals and member satisfaction standards.
  • Create and improve onboarding programs for frontline employees and leadership.
  • Lead and manage a team of trainers, providing guidance, mentorship, and support.
  • Serve as a subject matter expert on credit union policies, procedures, and member interaction channels.
  • Manage and maintain Channel Services knowledge base content.
  • Analyze member feedback from complaints, surveys, and call recordings to identify service issues and improvement opportunities.
  • Provide actionable reporting and insights to Channel Services leadership and senior stakeholders.
  • Lead or participate in quality assurance, training, and service enhancement projects.
  • Administer and optimize speech analytics technology and support the service recovery platform.

Requirements

  • 5+ years of experience in a contact center, quality assurance, training, or operations role with demonstrated leadership responsibilities.
  • 3+ years of experience in a supervisory or manager role.
  • Certified Professional in Talent Development (CPTD) certification.
  • Knowledge of member service principles, including needs assessment, service standards, and satisfaction evaluation.
  • Knowledge of business and management principles related to strategic planning, resource allocation, leadership, and coordination.
  • Ability to manage employee resources, motivate teams, and direct staff effectively.
  • Ability to manage multiple projects while meeting deadlines and production goals.
  • Ability to conduct training, communicate effectively, and deliver professional presentations.
  • Ability to establish program goals and objectives that support the credit union’s strategic plan.
  • Bachelor’s degree in Business Administration or a related field is preferred.

Benefits

  • Target annual pay range of $93,456 - $106,200, with a full annual range of $84,960 - $127,440.
  • Performance-based compensation incentives are available.
  • Medical, dental, vision, and life insurance coverage.
  • Employee-only medical, dental, and vision coverage can be paid 100% by the company.
  • Health Care FSA, Health Savings Account with employer contributions, and Dependent Care FSA.
  • 401(k) plan with eligibility to contribute starting the first of the month after 60 days of employment.
  • Monthly vacation and sick leave accrual of 8 hours each for full-time regular employees.
  • 11 paid holidays, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time.

Interested in this position?

Apply directly on the company website

Apply Now

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