Manager, QA Member Experience - Remote

CO-OP Financial Services

Job Overview

Location

Remote-USA

Job Type

Full-time

Full Job Description

📋 Description

• The Manager, QA Member Experience is responsible for analyzing data and providing actionable insights to enhance the member experience journey, collaborating with stakeholders to optimize programs and deliver data-driven results.
• Day-to-day responsibilities include leading QA analytics methodology design, overseeing QA technology integration and administration, designing dashboards and reporting across Contact Center, Fraud, and Disputes, leading NPS measurement programs, analyzing multi-site performance metrics, directing call calibration programs, supporting new credit union implementations, maintaining enterprise QA policies, providing leadership to Member Experience Analysts, serving as front-end administrator for QA platforms like NICE/Five9, and communicating performance trends to senior leadership.
• Velera is the nation’s premier payments credit union service organization (CUSO) and integrated fintech solutions provider, serving over 4,000 financial institutions across North America with a mission to accelerate partners’ success through innovative financial technology and inspired service, grounded in a people-helping-people philosophy.
• In this role, the individual will develop expertise in QA analytics, drive operational improvements through data insights, lead cross-functional initiatives, influence business strategy via stakeholder collaboration, and gain leadership experience in managing teams and complex quality assurance systems in a fast-paced, remote-first fintech environment.

🎯 Requirements

• Bachelor’s Degree in Business Administration or related field
• Seven (7) years of Quality Assurance experience in a Contact Center environment
• Five (5) years of experience creating or directing QA reporting and analytics tools and technologies
• Five (5) years of management experience
• Proficiency in Windows-based PC software including Word, Excel, and PowerPoint
• Ability to travel as needed and work flexible hours, including 24/7 availability during emergencies

🏖️ Benefits

• Competitive wages ($93,400 - $119,100)
• Medical with telemedicine, Dental and Vision coverage
• 401(k) with employer match
• Health Savings Accounts (HSA) with company contributions
• Tuition Reimbursement and Wellness program
• Paid Time Off (PTO), Maternity/Parental/Family Care Leave, and 12 Paid Holidays

Skills & Technologies

Remote

Degree Required

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CO-OP Financial Services

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About CO-OP Financial Services

CO-OP Financial Services, operating as Velera, is a financial technology cooperative serving credit unions across the United States. It provides payment processing, digital banking platforms, ATM and shared-branch networks, fraud management and data analytics tools. The organization enables credit unions to offer members secure, modern banking experiences comparable to large banks while maintaining cooperative ownership and governance. Services include credit, debit and prepaid card processing, online and mobile banking solutions, real-time payments and contactless technologies. Founded in 1981, the company rebranded its technology arm to Velera in 2023 to emphasize innovation and growth in the fintech sector.

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