Workforce Optimization and Quality Assurance Program Manager
Workforce Optimization and Quality Assurance Program Manager
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Job Description
Job Details
Description
Take a leap and join our team!
At Gesa we believe in the power of our people. Coming from all walks of life our team members individual stories and unique experiences are our most valuable asset. But its how we come together igniting our collective compassion and commitment to empowering our communities that makes us succeed. Because we know we go further when we go together.
Here you can join a team who is passionate about serving others has a desire to do good and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And you can rest assured that your wellbeing and prosperity are our priority.
Get to know us:About - Gesa Credit Union
Role Summary:
The Workforce Optimization and Quality Assurance Program Manager leads strategic initiatives to enhance workforce efficiency service quality and member experience. This role integrates workforce planning performance analytics and quality assurance oversight while also serving as a key program leader across operational functions. The role includes backup responsibilities to ensure continuity and support across critical areas of Member Fulfillment.
What You Will Be Doing:
- Develop and implement enterprise-wide quality assurance (QA and WFM) strategies and governance frameworks
- Lead workforce planning initiatives to ensure optimal staffing levels and resource allocation
- Manage and mentor a team of QA analysts and workforce planners
- Design and implement performance tracking tools such as KPIs and balanced scorecards
- Drive continuous process improvement initiatives aligned with organizational goals
- Collaborate with cross-functional teams to ensure compliance with quality standards and operational procedures
- Analyze QA and workforce data to identify trends risks and opportunities for improvement
- Oversee the development and execution of test plans audits and quality control measures
- Support the integration of automation and AI tools into QA and workforce management processes
- Report program performance to executive leadership and recommend strategic adjustments based on key metrics trends and perations impacts
- Monitor quality testing and identifying gaps in the testing
- Collect and analyze quality assurance data
- Perform other duties as assigned
About You:
- Strong leadership and team management skills
- Proficiency in data analysis and performance measurement tools
- Excellent communication and stakeholder engagement abilities
- Experience with project management methodologies and tools
- Knowledge of QA standards compliance and continuous improvement practices
- Strong attention to detail and organizational skills
- Demonstrated critical thinking and analytical skills
- Proven ability to multi-task prioritize and handle a wide range of assignments
- Technical skills and comfort with databases and report generation software
Qualifications
What You Will Need:
- Bachelors degree in Business Administration Operations Management or a related field (Masters preferred)
- Minimum of five (5) years of experience in workforce management quality assurance or program management
- Genesys Cloud CX experience preferred
- Flexible hours; must be available for all shifts
Our Team Member Value Proposition:
In exchange for bringing your talent to Gesa here are a just a few of the benefits and perks we offer:
- Competitive Pay
- Medical Dental Vision and Life Insurance
- 20 days/year of Paid Time Off Plus 10 Paid Holidays!
- 401(k) Match
- Incentive Program
- Tuition Assistance and Student Loan Repayment
- Commuter Benefits
- Paid Time Off to Volunteer in the Community
- Product discounts
- Engaging Work Environment
- Rewards and Recognition Programs
Full Salary Range:
Richland WA: $74679.01 - $112018.51
Spokane WA: $68048.63 - $102072.94
Lynnwood WA: $80262.48 - $120393.73
*While our full pay range is listed most new team members typically start between the minimum and midpoint based on their experience and qualifications. This approach gives room to grow within the role as your career progresses with us!
Get wise to whats possible with a career at Gesa. Join us!
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact the HR Department at or to request an accommodation.
Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.
Selected candidate(s) must be able to pass a pre-employment credit/background check.
Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.
Required Experience:
Senior IC
Employment Type
Full-Time
