At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. But it’s how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.
Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority.
Get to know us: About - Gesa Credit Union
Role Summary:
The Workforce Optimization and Quality Assurance Program Manager leads strategic initiatives to enhance workforce efficiency, service quality, and member experience. This role integrates workforce planning, performance analytics, and quality assurance oversight, while also serving as a key program leader across operational functions. The role includes backup responsibilities to ensure continuity and support across critical areas of Member Fulfillment.
What You Will Be Doing: Develop and implement enterprise-wide quality assurance (QA and WFM) strategies and governance frameworks Lead workforce planning initiatives to ensure optimal staffing levels and resource allocation Manage and mentor a team of QA analysts and workforce planners Design and implement performance tracking tools such as KPIs and balanced scorecards Drive continuous process improvement initiatives aligned with organizational goals Collaborate with cross-functional teams to ensure compliance with quality standards and operational procedures Analyze QA and workforce data to identify trends, risks, and opportunities for improvement Oversee the development and execution of test plans, audits, and quality control measures Support the integration of automation and AI tools into QA and workforce management processes Report program performance to executive leadership and recommend strategic adjustments based on key metrics, trends, and perations impacts Monitor quality testing and identifying gaps in the testing Collect and analyze quality assurance data Perform other duties as assigned
About You: Strong leadership and team management skills Proficiency in data analysis and performance measurement tools Excellent communication and stakeholder engagement abilities Experience with project management methodologies and tools Knowledge of QA standards, compliance, and continuous improvement practices Strong attention to detail and organizational skills Demonstrated critical thinking and analytical skills Proven ability to multi-task, prioritize and handle a wide range of assignments Technical skills and comfort with databases and report generation software