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 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.

What You’ll 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 department‑wide 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 cross‑functionally to design and implement service and process enhancements

• Measure post‑implementation 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 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

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 updates—especially those related to new products or process changes—are 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 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

Preferred Experience

• 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

Our Values

• Dedication: Possess a deep commitment to Live Oak Bank’s 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: http://www.liveoakbank.com/careers/

Live 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 HumanResources@liveoak.bank.

EEO is the Law

The base pay range for this position is $71,960.00 - $113,080.00 per year. Compensation may also include annual bonuses and long-term incentives, subject to various metrics and company policy. A candidate’s salary is determined by several factors including travel, relevant work experience or skills and expertise.

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.