Manager, Quality Service

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.

- 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