ABA
Program Manager, Member Liaison & Quality Assurance
US DC Main Office
Sponsorship not specified$75k-$82kDetected 35 days ago
CRMAccountingCustomer SupportLeadershipCommunicationMentoring
About the role
- 75,000.00 - 82,000.00
Responsibilities
- Monitor incoming multi-channel customer interactions to ensure priority handling of customer support requests via email, phone, and live chat.
- Respond to and resolve customer support requests promptly and accurately while meeting the Office of Member Engagement (OME) customer support objectives.
- This is a team lead who serves in an individual contributor capacity.
- Prepare and deliver weekly and monthly quality reports to management and the team, highlighting trends, performance results, opportunities for improvement, and recommended actions.
- Meet with team members in one-on-one coaching sessions to provide quality feedback, reinforce expectations, recognize strengths, and support performance improvement.
- Partner with management to maintain and refine quality rubrics, evaluation parameters, and scoring guidelines to ensure consistency, relevance, and alignment with departmental goals.
- Conduct live monitoring of customer interactions to provide real-time observations, immediate feedback, and timely performance support when needed.
- Support calibration efforts with leadership to promote scoring consistency, evaluate quality outcomes fairly, and strengthen overall program effectiveness.
- Maintain data integrity across systems by reviewing entries for completeness, accuracy, and proper documentation to support quality service delivery and reliable reporting.
- Receive and solve complex issues escalated from Tier 1 and Tier 2 support, applying strong product, service, and process knowledge to drive effective resolution.
Requirements
- High School or Associate's Degree required.
- 6-8 years of experience within a customer service team required.
- Customer Service center experience required.
- Experience with Contact Center or UCaaS (Unified Contact Center as a Service) required.
- Process account, order, subscription, and registration updates with a high degree of accuracy, timeliness, and attention to detail, ensuring records are maintained in accordance with departmental standards.
Nice to have
- has Extraordinary People
- ABA experts are the "go to" sources for bankers, policy makers and the media for credible information and insights for the banking industry.
- has Unmatched Scope and Scale
- ABA's unparalleled information and services keep members current, knowledgeable and prepared.
- is Impact-Driven
- ABA has a proven record of bringing about positive change for our members and the industry.
- We take action and achieve results.
- Experience with association/membership software preferred.
Compensation
- $61,645.00 - $84,000.00 - $106,355.00
Benefits
- Assist with onboarding and ongoing training by identifying quality-related learning opportunities and contributing to coaching materials, job aids, and best practice guidance.
Company info
- ABA is recognized with a 2025 Great Company Culture Award and 2025 Great Place to Work designation!
Equal opportunity
- American Bankers Association (ABA) is an Equal Opportunity employer.
This listing is sourced directly from ABA's careers page and normalized into a canonical job model.