Contact Center Quality Assurance & Training Manager

Live Oak Bank•Wilmington, NC

1d•Remote

About The Position

Live Oak Bank is a digital bank that serves small business owners across the country. Our groundbreaking spin on service and technology has fueled our mission to be America’s Small Business Bank. Our products help customers buy, build, and expand their business, and our high-yield savings and CD products help them grow their hard-earned money. At Live Oak, we never lose sight of the well-being of our people. We believe our employees are the heart of our company. Our commitment to our customers and culture is intertwined, and we seek those who embody and embrace what it takes to empower the American dream. How This Role Impacts Live Oak and Its People At Live Oak, we are on a mission to be America’s small business bank. Our deposits help fund loans for small businesses across the country—supporting entrepreneurs, communities, and economic growth nationwide. As the Contact 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 high‑quality service, strong compliance, and well‑prepared 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 day‑to‑day leadership, this role plays a key part in preparing 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.

Requirements

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 results‑oriented 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; assess financial impact related to cost, risk, efficiency, and growth; and drive executive action, prioritization, and informed decision‑making
Excellent leadership, communication, and interpersonal skills
Proficiency with quality monitoring tools and related technologies

Nice To Haves

Bachelor’s 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 data‑driven performance improvement strategies
Experience with Glia, Guru, Savana, Apiture Digital Banking, FXIM, Insights, Process Unity, and Workday

Responsibilities

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
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 department‑wide quality standards, updating as products and services evolve
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
Analyze quality, training, and operational performance data to identify trends, risks, and improvement opportunities
Collaborate cross‑functionally to design and implement service and process enhancements
Measure post‑implementation effectiveness through quality outcomes, escalations, and feedback trends
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
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 on‑the‑job formats
Facilitate group check‑ins, assess individual development needs, and recommend targeted or supplemental training
Monitor performance and proficiency throughout the training lifecycle and communicate KSA gaps to leadership
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 updates—especially those related to new products or process changes—are documented and communicated effectively
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
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