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Job Overview:
- This position oversees the development and continuous improvement of the Quality Assurance and Training programs within Channel Services.
- Ensures a robust onboarding process, distinctive service delivery standards, and proactive solutions to meet members’ expectations.
- Provides guidance across teams, aligns quality standards with strategic objectives, and fosters employee engagement.
What You’ll Do:
- Collaborates with the Director of Contact Center to develop strategies that differentiate member support through exceptional service.
- Designs and oversees a comprehensive Quality Management program aligned with strategic goals and member satisfaction.
- Leads a team of trainers, manages knowledge base content, analyzes member feedback, and delivers insightful reporting for leadership.
Peak Credit Union
Peak Credit Union is a financial institution focused on member service and community engagement. They deliver a respectful, professional culture and emphasize employee engagement and development.