Quality Assurance Manager

Description

NOTICE: JOB APPLICANTS LIMITED TO DC, MD, OR VA RESIDENTS. POSITION IS HYBRID. Please note that we are exclusively considering applicants residing in the District of Columbia, Maryland, or Virginia for all open positions.

Join Lafayette Federal Credit Union, a proud recipient of USA Today's Top Workplaces of 2025 award! 

As we continue to grow, we are on the lookout for exceptional talent to join our dynamic team. At Lafayette Federal Credit Union, we pride ourselves on our commitment to excellence and our reputation as an employer of choice.  We believe that the dedication and skills of our team members are crucial to achieving our mission of becoming the premier financial partner for our community. Your potential contributions are invaluable, and we are excited to welcome new team members who share our passion for innovation and high performance.

About Us:

Our Difference: What makes Lafayette Federal cutting-edge? Lafayette Federal Credit Union is not only a great place to bank, but also a great place to work! In addition to our Top Workplaces recognition by USA Today, we've also earned numerous accolades including:

• Newsweek’s America’s Best Banks list
• A 5-star rating from Bauer Financial
• Recognition by S&P Global's Top Performing Credit Unions

Our Culture: Lafayette Federal is about inclusion, diversity, high performance, and new opportunities. Teamwork and our sense of community also make Lafayette Federal a great place to work. Each person is valued for his or her unique set of skills. We share a common devotion to the people we serve, participating in charity events throughout each year and giving back to the community. 

Our Opportunities: Professional development, training, and certification is a priority for our employees. We want you to reach your career goals and provide support that leads to opportunities of advancement within the industry. 

Lafayette Federal may have the perfect opportunity for you! 

We are currently seeking a Quality Assurance Manager to play a vital role in overseeing and enhancing Lafayette Federal Credit Union’s Quality Assurance program within the Member Engagement department. This position is responsible for supervising specialists across all communication channels including phone, chat, email, and secure messages. The manager ensures accuracy, compliance, and efficiency in member interactions and internal processes. Key responsibilities include mentoring and coaching staff, evaluating performance metrics, collaborating with technology partners, and safeguarding the credit union through risk mitigation and documentation review. This role is instrumental in maintaining high service standards and driving continuous improvement across the department.

Requirements

A day in the life of a Quality Assurance Manager will include:

Quality Assurance – Developing, implementing and maintaining the credit union’s quality assurance program (specifically to drive consistency within Member Engagement and all member-facing teams). Performing audits and targeted testing for compliance requirements. Analyzing data to identify trends and discrepancies. Review new accounts for verification, accuracy and risk mitigation.

Collaboration – Working with credit union partners that evaluate interactions and provide 3rd party survey results to evaluate tools and agent performance. Partnering with internal departments to ensure consistent quality standards. Assisting with internal & external audits.

Training & Development – Conducting training sessions to improve compliance awareness. Mentoring and coaching specialists to enhance service quality. Maintaining updated training materials related to quality assurance.

Member Service – Ensuring member interactions are handled with empathy and efficiency. Monitors for sentiment, resolution rates and service levels. Supports initiatives that enhance member experience

Leadership – Ensuring adherence to internal policies and regulatory standards. Provides recommendations for operational improvements. Supervises staff within the Member Engagement department. 

Experience:

One year to three years of similar or related experience.

Education:

(1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program. 

Top Benefits Or Perks:

Joining Lafayette Federal comes with perks to support you in your personal and professional journey.

We provide employees with a generous benefits package including:

• Employer paid (99.9%) health insurance premium for single and family coverage (HMO Plan) 
• Fully funded deductible (HMO Plan)
• 401k employer matching contribution 
• Income protection with life insurance, short and long-term disability
• Paid time off, holiday leave & birthday leave

Educational assistance

• Commuter benefits program and more! 

The job posting highlights the most critical responsibilities and requirements of the job. It is not all-inclusive. There may be additional duties, responsibilities, and qualifications for this job.

Pay: $76,000 - $80,000 annually depending on experience and qualifications.

*Lafayette Federal Credit Union is an Equal Opportunity and E-Verify Employer

*Eoe/Aa/Disability/Veteran