Manager, QA Member Experience - Remote

Join the People Helping People

Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service.

The Opportunity:

The Manager, QA Member Experience responsible for analyzing data and providing actionable insights and recommendations on business efficiencies to enhance the member experience journey. Incumbent will collaborate closely with other team members and business stakeholders to optimize programs and deliver proactive, data-driven business results. Incumbent will oversee key initiatives to deliver Quality Assurance technology to improve overall operational effectiveness, and will oversee front-end administration for the Quality Assurance systems. Incumbent will support analytics and create IVR NPS reporting dashboards for Contact Center. Incumbent will partner with business leaders to help them understand how Velera can create a compelling member experience. The incumbent will support the Contact center Interaction Intelligence project.

Day in the Life:

• Provide thought leadership in the design of QA analytics methodologies and datasets to deliver actionable insights for Contact Center and Member Experience stakeholders.

• Lead the development, governance, and maintenance of the QA analytics knowledge base, ensuring consistent standards, controls, and effective use of tools.

• Oversee selection, integration, administration, testing, and ongoing optimization of Quality Assurance technologies, ensuring platforms are fully leveraged to drive performance and enable user adoption.

• Design, produce, and maintain QA analytics, dashboards, and reporting across Contact Center, Fraud, and Disputes, translating trends and insights into operational and experience improvements.

• Direct call calibration programs with credit unions, Service Delivery, vendors, and internal teams; resolve quality concerns and communicate agreed‑upon outcomes.

• Lead NPS measurement programs, including after‑call surveys, dashboard development, trend analysis, and recommendations to improve service quality and member experience.

• Analyze multi‑site performance metrics to identify efficiency improvements, reduce escalations and transfers, and support executive decision‑making.

• Partner with UAD, Service Delivery, and Contact Center leadership to define critical indicators, improve scripting and communications, and ensure consistent representative messaging.

• Support new credit union implementations, system conversions, and new product launches; consult on call center practices, review applications and knowledge content, and surface operational risks.

• Maintain enterprise QA policies, AI materials, SOPs, audit readiness, and reporting continuity across all lines of business.

• Provide leadership oversight to Member Experience Analysts and support cross‑functional initiatives, SWAT activities, and executive operational priorities.

• Serve as front‑end administrator for QA platforms (e.g., NICE/Five9), including access management, configuration, and quality performance tracking by site and product.

• Establish clear communication with senior leadership regarding performance trends, risks, operational needs, and improvement strategies.

Education

• Bachelor’s Degree in related field; preferably in Business Administration or equivalent combination of education and experience required.

Experience

• Seven (7) years of Quality Assurance experience in Contact Center environment preferably, serving in multiple, complex call types.

• Five (5) years of experience required creating, or directing the creation and use of tools and technologies related to QA reporting and analytics.

• Five (5) years management experience required.

Supervisory Responsibility

• Provide direction and leadership to staff; guide, coach, mentor and develop staff ensuring compliance with processes and procedures

• Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff

• Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement

• Direct staff, to ensure that all duties are performed according to department performance standards

Knowledge, Skills, & Abilities

• PC Windows-based software experience with proficiency in Word, Excel and PowerPoint required

• Proven leadership skills, organizational skills, problem solving skills and executive presentation skills required

• Ability to communicate effectively in both verbal and written formats and give presentations utilizing various audiovisual support aids

• Ability to influence company planning and policy through participation in strategic planning sessions and committee assignments

• Ability to manage multiple projects, work in a fast-paced environment and meet deadlines

• Ability to exercise discretion, independent judgment, confidentiality, and interact effectively with all levels of staff, credit unions, and vendors

• Ability to demonstrate strong analytical and quantitative skills

• Ability to work under high pressure in a complex environment

• Ability to travel as needed to successfully perform position responsibilities

• Ability to work in the office environment and be available 24 hours a day, 7 days a week in the event of an emergency.

ACCESS TO SENSITIVE INFORMATION:

• Regular and reliable attendance.

• Responsible for reporting risks that are identified to the appropriate team and/or management.

• Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.

• Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity.

ADDITIONAL ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Regular and reliable attendance.

• Responsible for reporting risks that are identified to the appropriate team and/or management. Additionally, responsible for managing, monitoring, and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.

• Actively supports and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.

SERVICE STANDARDS:

• Responsible for ensuring that exceptional service is delivered to both internal and external clients by doing what’s right for credit unions.

• Demonstrate enthusiastic support of corporate mission, vision, core values and long-term business objectives.

• Support a workplace where every employee feels valued, respected, and connected.

• Perform job duties within the company’s policies, procedures, service standards and the state and federal laws.

About Velera

At Velera, inclusion isn’t an initiative – it’s how we work. Guided by a people‑helping‑people philosophy, we cultivate a culture where every employee feels valued, respected and empowered to do their best work. We’re committed to building a diverse workforce and fostering meaningful connection across our teams. Through a remote‑first, flexible environment, we prioritize psychological safety, wellbeing and belonging so individuals and teams can collaborate to thrive. Together, we’re shaping a new era of secure, innovative solutions for the clients and communities we serve. Learn more about what it’s like to work at Velera.

Pay Equity

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life Benefits!

• Competitive wages

• Medical with telemedicine

• Dental and Vision

• Basic and Optional Life Insurance

• Paid Time Off (PTO)

• Maternity, Parental, Family Care

• Community Volunteer Time Off

• 12 Paid Holidays

• Company Paid Disability Insurance

• 401k (with employer match)

• Health Savings Accounts (HSA) with company provided contributions

• Flexible Spending Accounts (FSA)

• Supplemental Insurance

• Mental Health and Well-being: Employee Assistance Program (EAP)

• Tuition Reimbursement

• Wellness program

• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions

Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

Velera is an E-Verify Employer. Review the E-Verify Poster here. For information regarding your Right To Work, please click here.

This role is currently not eligible for sponsorship.

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@velera.com for assistance.