Manager, Quality Service

Location: Pensacola, FL, United States; Hybrid

Lead the Contact Center Quality Service branch supporting a complex, multi-location, 24/7 contact center operation across multiple member service channels. Partner with Delivery Channels and CCO senior leadership to establish the strategic direction for quality, member experience, operational performance, and risk management.

Direct the development and execution of quality programs that improve member experience, strengthen operational performance, mitigate risk, and support compliance with organizational and regulatory requirements. Oversee quality monitoring, evaluation, calibration, reporting, and performance insights to identify trends, risks, and improvement opportunities.

Serve as a strategic advisor to CCO leadership, translating quality, operational, and member experience data into actionable recommendations. Lead continuous improvement, modernization, and change initiatives, including opportunities to leverage technology, automation, and artificial intelligence to enhance quality management capabilities.

This position is eligible for the TalentQuest employee referral program. If an employee referred you for this job, please apply using the system-generated link that was sent to you.

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

Our approach to careers is simple yet powerful: Make our mission your passion.

• FORTUNE 100 Best Companies to Work For® 2025
• Yello and WayUp Top 100 Internship Programs
• Computerworld® Best Places to Work in IT
• Newsweek Most Loved Workplaces
• 2025 PEOPLE® Companies That Care
• Newsweek Most Trustworthy Companies in America
• Military Times 2025 Best for Vets Employers
• Best Companies for Latinos to Work for 2025
• Forbes® 2025 America’s Best Large Employers
• Forbes® 2025 Americas Best Employers for New Grads
• Forbes® 2025 Americas Best Employers for Tech Workers
• 2025 RippleMatch Campus Forward Award Winner for Overall Excellence 
• Military.com Top Military Spouse Employers 2025 
• 2025 Handshake Early Talent Award

 

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.

Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federals Medical Accommodations team at medicalaccommodations@navyfederal.org or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.

Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

To plan, direct and manage functions of the Contact Center Quality Service branch for a complex, multi-location 24/7 contact center operation providing direct member service through various media. Collaborate with Delivery Channels and CCO senior management to create the strategic direction of quality service/member experience for the division. Direct the development, design and implementation of Contact Center Operations (CCO) quality service programs to ensure optimal member experience, mitigate risk, and ensure compliance with organizational and regulatory requirements. Oversee monitoring, measurement, evaluation and calibration of contact center agent responses to provide targeted individual feedback and coaching on agent behaviors, knowledge and service performance. Serve as internal consultant to CCO management by providing quality improvement recommendations and sharing behavioral and performance trends.