This role will serve as a primary point of contact for the staff that is responsible for overseeing the daily operations of the Virtual Member Experience Advisors (VMXAs) and Concierge Specialists in the Contact Center, ensuring they are effectively building and maintaining member relationships (new and existing), meeting performance targets, and providing high-quality service to members. Consistently perform quality assurance monitoring (live and/or recorded) of VMXAs and Concierge Specialists, which includes but is not limited to calls, chat, message center, text, CRM COMs (communication logs), loan and membership application queues, and VANA, to ensure service levels are meeting and/or exceeding member and credit union expectations.