Quality Assurance Manager, Contact Center

Description

We are hiring a Member Care Center Quality Assurance (QA) Manager who will be responsible for developing and implementing quality assurance programs, such as workforce management, call scoring and sentiment analysis to ensure Member service standards are met in all Member Care Center interactions. This role involves monitoring, evaluating, and providing feedback on customer interactions, identifying areas for improvement, and working closely with Member Care Center teams to drive consistent quality and compliance with company policies. The QA Manager also analyzes performance data, designs call and IVA workflows, and collaborates with department leadership to enhance Member satisfaction and optimize operational efficiency.

Member Service Hours: Monday–Friday, 9:00 AM–6:00 PM, and Saturday, 9:00AM–1:00PM.

• Based upon business needs, our positions may require working flexible hours, including weekends.
  
  

This position is based in Anaheim Hills CA with the opportunity to work on a hybrid-remote schedule which consists of 2 days in-office and 3 days working remote from home.

Why Work at CU SoCal?

CU SoCal is one of the fastest growing credit unions and is more than just a place to work. It’s a place where people come before profit, a place where you can build a career that’s more than a job, and where the work you do has meaning and purpose. We offer competitive pay, great health benefits and a culture like no other!

CU SoCal is a Gallup Exceptional Workplace Award Recipient

In 2025, Credit Union of Southern California (CU SoCal) was once again honored with the Gallup Exceptional Workplace Award, marking our second consecutive win and ranking us among the top workplaces worldwide for outstanding employee engagement!

The CU SoCal culture fosters Building Better Lives for our Members, personal development, open communication, and genuine care for each other. We prioritize C.A.R.E. 4: professional competence, positive attitude, relationship building, and eager service to others. If you're passionate about making a difference and want to be part of a dynamic team, explore CU SoCal career opportunities today!

Requirements

Minimum Qualifications

• High School diploma or equivalent.
• 5 years of leadership experience within a contact center environment.
• 5 years of related experience in a Quality Assurance (QA), Workforce Management (WFM) or Operations role.
• 3 years experience with WFM software for scheduling and tracking (i.e., Verint, NICE, Five9, etc.).
• 3 years experience with dashboard and reporting tools (i.e., Excel, PowerBI, Tableau, etc.).
• Proficient in all applicable MS Office programs (i.e., Word, Excel, Outlook, Teams, etc.).
  
  

Preferred Qualifications

• Bachelor’s degree or equivalent work experience.
• 5 years of related experience in a Quality Assurance (QA), Workforce Management (WFM) or Operations role in a contact center environment, preferably in the financial services industry.
• Project Management experience.
  
  

Knowledge, Skills And Abilities

• Proficient in all applicable MS Office programs (i.e., Word, Excel, Outlook, Teams, etc.).
• Ability to understand how QA and WFM tools integrate with other business systems.
• Ability to analyze trends and patterns in QA and workforce data to drive performance and process improvement.
• Ability to leverage AI-driven analytics or robotic process automation for workforce optimization.
• Familiarity with manual and automated testing techniques.
  
  

Essential Duties And Responsibilities

• Develop Quality Standards: Design and maintain quality assurance frameworks, scoring guidelines, and performance metrics to evaluate call center interactions.
• Monitor and Evaluate Performance: Conduct regular evaluations of call recordings, live interactions, and digital communication to ensure adherence to quality standards, policies, and procedures.
• Provide Feedback and Coaching: Deliver actionable feedback to call center agents and supervisors to improve service quality, communication skills, and compliance.
• Identify Trends and Opportunities: Analyze quality data to identify trends, strengths, and areas for improvement, and present actionable recommendations to leadership.
• Training and Development: Collaborate with the training team to design and implement training programs that address quality gaps and enhance agent performance.
• Compliance Oversight: Ensure all call center activities comply with regulatory standards, internal policies, and credit union values.
• Reporting and Documentation: Create detailed reports on quality performance, trends, and improvement initiatives for leadership review.
• Collaboration: Partner with operations, training, and other departments to support a culture of excellence and Member-focused service.
• Complete understanding and active application the Exceptional Experience Guide expectations.
• Must be able and available to work a “hybrid” schedule, per business operations requirement, as needed.
• Additional duties and responsibilities, as assigned.
  
  

We support Pay Transparency and are a pay-for-performance organization that benchmarks base pay to the 50th percentile of market data.

Pay Scale: Min. $77,400 / $99,736 / $118,976 per year*

• Actual compensation will be based on geographical location, work experience, education and/or skill level.
  
  

CU SoCal is an equal opportunity employer. All decisions are based only on the individual’s qualifications/ability to perform the work. The above statements are intended to describe the essential functions, nature and level or work to be performed as of the document preparation date; they are not intended to be an exhaustive list of all duties and responsibilities. CU SoCal reserves the right to modify this job description at any time, without notice.

We foster an environment and culture where ideas and decisions from all people help us grow, innovate, and fulfill our mission of Building Better Lives.