Manager, Quality Service

To plan, direct and manage functions of the Contact Center Quality Service branch for a complex, multi-location 24/7 contact center operation providing direct member service through various media. Collaborate with Delivery Channels and CCO senior management to create the strategic direction of quality service/member experience for the division.

Direct the development, design and implementation of Contact Center Operations (CCO) quality service programs to ensure optimal member experience, mitigate risk, and ensure compliance with organizational and regulatory requirements. Oversee monitoring, measurement, evaluation and calibration of contact center agent responses to provide targeted individual feedback and coaching on agent behaviors, knowledge and service performance.

Serve as internal consultant to CCO management by providing quality improvement recommendations and sharing behavioral and performance trends.

Lead the Contact Center Quality Service branch supporting a complex, multi-location, 24/7 contact center operation across multiple member service channels. Partner with Delivery Channels and CCO senior leadership to establish the strategic direction for quality, member experience, operational performance, and risk management.

Direct the development and execution of quality programs that improve member experience, strengthen operational performance, mitigate risk, and support compliance with organizational and regulatory requirements. Oversee quality monitoring, evaluation, calibration, reporting, and performance insights to identify trends, risks, and improvement opportunities.

Serve as a strategic advisor to CCO leadership, translating quality, operational, and member experience data into actionable recommendations. Lead continuous improvement, modernization, and change initiatives, including opportunities to leverage technology, automation, and artificial intelligence to enhance quality management capabilities.

This position is eligible for the TalentQuest employee referral program. If an employee referred you for this job, please apply using the system-generated link that was sent to you.

Qualifications

• Extensive experience leading customer/member service, contact center, quality, risk, or operational functions in a complex environment.
• Significant experience leading teams and large-scale initiatives with organizational, operational, or business risk impact.
• Advanced knowledge of contact center operations, quality management practices, and industry best practices.
• Advanced knowledge of financial services operations, products, and applicable regulatory requirements.
• Advanced analytical skills, including analyzing complex data, identifying trends and root causes, and translating findings into actionable business insights.
• Advanced experience developing reports, dashboards, performance metrics, and executive-level insights to support decision-making.
• Strong experience using data and performance measures to identify quality, risk, member experience, and operational improvement opportunities.
• Advanced skill identifying business requirements and developing practical solutions.
• Strong strategic thinking, problem-solving, and decision-making capabilities.
• Demonstrated experience leading continuous improvement and organizational change.
• Advanced communication and presentation skills, including the ability to influence senior leaders and cross-functional stakeholders.
• Advanced proficiency with spreadsheet, presentation, reporting, and data analysis tools.
• Bachelor's degree in a related field or an equivalent combination of education, training, and experience.
• Desired Qualifications
• Experience with artificial intelligence, machine learning, automation, advanced analytics, or AI-enabled quality management technologies, particularly within contact center, quality, risk, or customer experience environments.
• Experience using technology and automation to improve quality monitoring, reporting, trend identification, or operational decision-making.
• Advanced knowledge of Navy Federal Contact Center procedures, policies, practices, products, and services.
• Advanced knowledge of applicable NCUA and federal regulations governing financial products and services.
• Bachelor's or higher degree in Business, Finance, Data Analytics, or a related field.
• Additional Information
• Hours: Monday - Friday, 8:00AM - 4:30PM
• Location: 820 Follin Lane, Vienna, VA 22180
• 5510 Heritage Oaks Drive, Pensacola, FL 32526

Responsibilities

• Develop and execute branch strategy, priorities, goals, and standards aligned with CCO and organizational objectives.
• Lead quality monitoring, evaluation, calibration, and quality control programs across contact center operations.
• Establish and monitor key quality, risk, operational, and member experience performance indicators.
• Analyze quality and operational data to identify trends, emerging risks, root causes, and improvement opportunities.
• Develop reporting and actionable insights for senior leadership to support strategic and operational decision-making.
• Drive continuous improvement initiatives that strengthen member experience, reduce risk and losses, and improve operational efficiency.
• Identify performance and process gaps and lead implementation of sustainable solutions.
• Partner across business units to improve processes, resolve systemic issues, and promote consistent service standards.
• Provide strategic recommendations to CCO leadership based on quality findings, benchmarking, performance trends, and member insights.
• Lead large-scale strategic projects, programs, and change management initiatives with significant business impact.
• Evaluate quality processes, technologies, and capabilities to identify opportunities for modernization, automation, and innovation.
• Ensure appropriate quality controls and governance are established and operating effectively.
• Direct workforce and resource allocation to achieve branch objectives and service expectations.
• Develop and lead a high-performing team accountable for delivering quality, risk, and member experience outcomes.
• Perform other duties as assigned.