Contact Center Quality Assurance & Training Manager

About Us

How This Role Impacts Live Oak and Its People

At Live Oak we are on a mission to be Americas small business bank. Our deposits help fund loans for small businesses across the countrysupporting entrepreneurs communities and economic growth nationwide.

As theContact Center Quality Assurance & Training Manager you play a critical role in delivering on that mission. As a digital bank our Contact Center serves as the frontline for customers across the United States who rely on us for expert guidance with more complex service needs. Your leadership ensures we consistently treat every customer as the only customer through highquality service strong compliance and wellprepared teams.

Role Overview

The Contact Center Quality Assurance & Training Manager leads the quality and training function for a growing Contact Center ensuring service excellence regulatory compliance and frontline readiness. This role manages a team of Quality Assurance and Training Specialists and oversees customer interaction evaluations onboarding and ongoing education for a growing team of 50 Contact Center team members.

In addition to daytoday leadership this role plays a key part inpreparing the Contact Center for new products services and operational changes. You will partner closely with Product Operations Compliance and Technology teams to translate new offerings into clear policies effective training quality standards and actionable insights for leadership.

What Youll Do at Live Oak

Team Leadership

• Lead coach and develop a team of Quality Assurance and Training Specialists

• Set clear performance expectations and accountability measures

• Provide ongoing coaching mentoring and feedback to enhance individual and team effectiveness

• Foster open transparent communication within the QA and Training team and across departments

Quality Assurance Management

• Oversee quality assurance activities including customer interaction monitoring audits and compliance evaluations

• Ensure quality assessments are accurate consistent and aligned with company standards

• Develop document and maintain departmentwide quality standards updating as products and services evolve

Product Readiness & Implementation

• Partner with Product Operations Compliance and Technology teams to support new product feature and service rollouts

• Translate product and process changes into updated quality criteria training materials and frontline readiness plans

• Ensure quality monitoring frameworks policies and procedures reflect new offerings and customer workflows

• Identify and proactively address service risks operational impacts and knowledge gaps tied to new implementations

Performance Analysis & Continuous Improvement

• Analyze quality training and operational performance data to identify trends risks and improvement opportunities

• Collaborate crossfunctionally to design and implement service and process enhancements

• Measure postimplementation effectiveness through quality outcomes escalations and feedback trends

Compliance Monitoring

• Ensure QA and Training Specialists consistently monitor compliance with regulatory and internal requirements

• Maintain and update compliance checklists and protocols as regulations products or services change

• Maintain strong regulatory awareness including BSA AML CIP and OFAC requirements

Training & Development

• Manage new hire onboarding for general servicing and business banking roles

• Develop and deliver ongoing training and continuing education for a Contact Center of 50 team members

• Incorporate new products services and process updates into onboarding and ongoing training curricula

• Own training planning and scheduling across classroom virtual and onthejob formats

• Facilitate group checkins assess individual development needs and recommend targeted or supplemental training

• Monitor performance and proficiency throughout the training lifecycle and communicate KSA gaps to leadership

Policy Procedure & Knowledge Management

• Own and manage internal knowledge resources and documentation systems ensuring accuracy accessibility and frontline usability

• Develop maintain and update policies and procedures aligned with business needs and regulatory requirements

• Partner with Loss Prevention Product Global Treasury Management and Deposit Operations to ensure consistency

• Ensure all policy and procedure updatesespecially those related to new products or process changesare documented and communicated effectively

Reporting Metrics & Communication

• Maintain accurate records of evaluations feedback training outcomes and performance metrics

• Prepare analyze and present quality training and performance metrics in Monthly Business Reviews (MBRs)

• Translate data into clear insights trends risks and actionable recommendations for leadership

Administration & Operational Support

• Partner with Contact Center leadership on recruiting training coaching recognition staffing models and performance standards

• Collaborate across Operations Compliance Fraud/Risk Management and Product/Technology teams

• Support staffing scalability and the overall operational success of the Contact Center

Required Experience

• 3-5 years of experience in financial services with a focus on quality assurance learning & development customer care and/or contact center administration

• Proven leadership or supervisory experience within a contact center quality assurance or training function

• Demonstrated ability to design and manage resultsoriented recruiting onboarding and training programs

• Strong understanding of customer service best practices quality standards compliance requirements adult learning theory technical writing and contact center operations

• Demonstrated executive communication skills including the ability to prepare and present Contact Center performance quality and training metrics to senior leadership and executive audiences (e.g. Monthly Business Reviews)

• Strong data storytelling and business acumen with the ability to interpret Contact Center metrics; assessfinancial impact related to cost risk efficiency and growth; anddrive executive action prioritization and informed decisionmaking

• Excellent leadership communication andinterpersonal skills

• Proficiency with quality monitoring tools and related technologies

Preferred Experience

• Bachelors degree or equivalent work experience in quality assurance customer service or a related field

• Experience with training technologies and internal knowledge or resource management platforms

• Strong analytical skills with a proven ability to implement datadriven performance improvement strategies

• Experience with Glia Guru Savana Apiture Digital Banking FXIM Insights Process Unity and Workday

Our Values

• Dedication:Possess a deep commitment to Live Oak Banks mission and core values exemplified through a strong work ethic adaptability and pride in your work.

• Ownership:Take initiative to deliver positive results by proactively and creatively solving problems while maintaining a high degree of quality.

• Respect:Treat everyone with courtesy politeness and kindness.

• Innovation:Embrace fresh ideas and fearlessly contribute new solutions to emerging or existing problems.

• Teamwork: Foster collaboration accountability and trust with others and understand that together we do more

For a detailed overview of our employee benefits please visit: Oak Bank is an Affirmative Action and Equal Opportunity Employer Minorities/Women/Veterans/Disabled. We consider applicants for employment without regard to race color religion sex sexual orientation gender identity national origin age genetic information veteran status or disability. Equal access to programs service and employment is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify human resources at.

EEO is the Law

Please note that we provide at least the minimum requirement of paid sick leave to our employees who reside in states that require employer-paid sick leave including but not limited to Arizona California Colorado District of Columbia Maine Maryland Massachusetts Michigan Nevada New Jersey New Mexico New York Oregon Rhode Island Vermont and Washington.