Quality & Member Experience Lead

Navy Federal Credit Union

Vienna (VA)

On-site

USD 150,000 - 195,000

Full time

9 days ago

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Job summary

Navy Federal Credit Union seeks a senior leader to direct the Contact Center Quality Service branch, guiding quality, risk, and member experience across multiple locations and 24/7 operations. You will translate data into strategic recommendations for CCO leadership, drive modernization, and oversee monitoring, calibration, and performance insights.

You will lead large-scale initiatives, develop executive dashboards, and champion continuous improvement, leveraging automation and AI to enhance

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 related field.

Responsibilities

Lead quality monitoring, evaluation, calibration, and quality control programs across contact center operations.
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.