Program Manager, Member Liaison & Quality Assurance

American Bar Association•US DC Main Office, DC

4d•$61,645 - $106,355•Onsite

About The Position

The American Bankers Association (ABA) is seeking a Program Manager to lead quality assurance efforts for the Member and Customer Support (MCS) function. This role focuses on maintaining high standards across multi-channel customer communications and service delivery. The Program Manager will oversee quality monitoring, promote accuracy and consistency in customer-facing interactions, and ensure alignment with organizational standards, brand expectations, and service objectives. Additionally, this role supports continuous improvement by identifying opportunities to strengthen processes, enhance the customer experience, and reinforce accountability within the MCS team. The ABA is recognized for its extraordinary people, unmatched scope and scale, and impact-driven approach, offering competitive pay, an outstanding benefits package, and a professional work environment. The organization has received a 2025 Great Company Culture Award and a 2025 Great Place to Work designation.

Requirements

High School or Associate's Degree required.
6-8 years of experience within a customer service team required.
Customer Service center experience required.
Experience with Contact Center or UCaaS (Unified Contact Center as a Service) required.

Nice To Haves

Experience serving as a team lead strongly preferred.
Experience with association/membership software preferred.
Experience with CRM software preferred.
Experience with Learning Management Systems preferred.
Experience supporting an e-commerce-based shopping cart preferred.

Responsibilities

Monitor incoming multi-channel customer interactions (email, phone, live chat) to ensure priority handling of customer support requests.
Respond to and resolve customer support requests promptly and accurately while meeting Office of Member Engagement (OME) customer support objectives.
Score multi-channel customer communications (phone, email, chat) to evaluate quality, compliance, accuracy, and adherence to service standards.
Prepare and deliver weekly and monthly quality reports to management and the team, highlighting trends, performance results, opportunities for improvement, and recommended actions.
Meet with team members in one-on-one coaching sessions to provide quality feedback, reinforce expectations, recognize strengths, and support performance improvement.
Partner with management to maintain and refine quality rubrics, evaluation parameters, and scoring guidelines.
Conduct live monitoring of customer interactions to provide real-time observations, immediate feedback, and timely performance support.
Monitor quality trends and root causes across customer interactions to identify process gaps, recurring service issues, and recommend corrective actions and training.
Ensure customer-facing communications align with brand standards, knowledge resources, compliance requirements, and service expectations.
Support calibration efforts with leadership to promote scoring consistency, evaluate quality outcomes fairly, and strengthen overall program effectiveness.
Assist with onboarding and ongoing training by identifying quality-related learning opportunities and contributing to coaching materials, job aids, and best practice guidance.
Serve as a quality resource for leadership by delivering actionable insights that improve service consistency, customer experience, and operational performance.
Process account, order, subscription, and registration updates with a high degree of accuracy, timeliness, and attention to detail.
Complete advanced transaction-related data entry, including complex refunds, credits, transfers, and related adjustments.
Maintain data integrity across systems by reviewing entries for completeness, accuracy, and proper documentation.
Receive and solve complex issues escalated from Tier 1 and Tier 2 support, applying strong product, service, and process knowledge.
Resolve escalated customer issues within established service level agreements (SLAs).
Serve as the primary liaison and central point of contact for cross-functional departments to coordinate the resolution of complex customer matters.
Perform all other duties as assigned.