Contact Center Quality Assurance & Training Manager

About Us

Live Oak Bank is a digital bank that serves small business owners across the country.  Our groundbreaking spin on service and technology has fueled our mission to be America’s Small Business Bank. Our products help customers buy, build, and expand their business, and our high-yield savings and CD products help them grow their hard-earned money.  At Live Oak, we never lose sight of the well-being of our people. We believe our employees are the heart of our company. Our commitment to our customers and culture is intertwined, and we seek those who embody and embrace what it takes to empower the American dream.

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 scheduli