The Director of Contact Center Operations is a hands-on strategic leader responsible for overseeing the performance and development of key departments including Loan Underwriting, Quality Assurance, and Training. This individual ensures consistent service excellence across all Contact Center and branch operations in Belize, Barbados, and future international markets. The role requires cross-functional collaboration with Customer Service, Sales, and Collections teams to drive operational alignment, performance consistency, and a high-quality customer experience. The Director will play a pivotal role in building, developing, and improving Contact Center operations, elevating existing processes and performance to meet industry standards while establishing scalable structures that support the company's continued growth.

Primary Duties and Responsibilities

• Lead and oversee the operations of the Loan Underwriting, Quality Assurance, and Training departments, ensuring alignment with organizational goals and service standards.

• Set and maintain service excellence benchmarks across all Contact Center and branch operations in Belize, Barbados, and future international markets.

• Develop and execute strategic plans to enhance operational efficiency, customer satisfaction, and compliance across departments.

• Assess existing Contact Center operations, identify performance and structural gaps, and develop actionable strategies to improve processes, team capabilities, and overall operational effectiveness.

• Take ownership of building, developing, and scaling Contact Center operations, ensuring processes, resources, and organizational structures align with business needs and industry best practices.

• Work closely with key departments including Customer Service, Sales, and Collections to ensure integrated service delivery and operational consistency.

• Serve as the primary liaison between Contact Center operations and other business units to align objectives, resolve issues, and drive shared initiatives.

• Establish, monitor, and improve KPIs for underwriting, quality assurance, and training functions.

• Ensure a robust Quality Assurance framework is in place to maintain high standards in customer interactions and regulatory compliance.

• Benchmark operational performance against relevant industry standards and implement improvements to strengthen service quality, productivity, and operational efficiency.

• Lead continuous improvement initiatives based on customer feedback, quality assessments, and operational metrics.

• Oversee the development and delivery of onboarding and ongoing training programs to maintain a skilled, knowledgeable, and customer-centric workforce.

• Ensure training content is up to date with changing processes, products, and compliance requirements.

• Champion a culture of service excellence, ensuring high-quality customer experiences across all channels and locations.

• Develop, implement, and continuously improve standard operating procedures (SOPs) to establish consistent, efficient, and scalable operations across Contact Center and branch locations.

• Lead the development and implementation of operational frameworks for new markets, while strengthening existing operations to support the company's geographical expansion.

• Ensure operational readiness, staffing, and service infrastructure for new branch and Contact Center rollouts.

• Ensure all departments under your purview operate in full compliance with internal policies, legal regulations, and industry standards.

• Identify operational risks and develop mitigation strategies to safeguard business integrity.

• Any other duties assigned as required.

Professional Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements that follow are representative of the knowledge, skills, and/or abilities required.

Education

Bachelor's degree in Business Administration, Operations Management, Finance, or related field.

Work Experience

5–8+ years of experience in Contact Center operations or financial services operations, with at least 2–3 years in a senior leadership role.

Demonstrated experience building, developing, scaling, or significantly improving operations, with a proven ability to implement sustainable changes and drive measurable performance improvements.

Knowledge/Skills/Abilities

• Strong knowledge of: Contact Center operations, underwriting processes, QA standards, and training methodologies.

• Proficiency in: Workforce management systems, CRM tools, QA analytics, and training platforms.

• Analytical ability to interpret performance data, drive KPIs, and implement operational improvements.

• Change management and scaling operations in a multi-location or international environment.

• Ability to assess operational gaps, develop improvement strategies, and implement processes aligned with industry standards and business growth objectives.

• Excellent communication skills for working with diverse teams and executive leadership.

• Strategic planning with the ability to translate vision into actionable outcomes.

• Budgeting and resource management across multiple departments.

Type of Traits

• • Customer-centric mindset with a commitment to service excellence.

  • Results-driven and performance-focused.

  • Collaborative leader who inspires, develops, and aligns teams.

  • Strong sense of ownership and accountability, with a proactive approach to identifying challenges and driving operational improvements.

  • Builder's mindset, with the ability to develop operational structures, strengthen existing processes, and support sustainable business growth.

  • Adaptable in fast-changing, multi-country environments.

  • Detail-oriented, with strong organizational and project management skills.

  • Culturally aware with the ability to manage diverse teams across borders.

Additional Information

Quickstop is committed to offering competitive, fair, and commensurate compensation based on job-related knowledge, skills, experience, and education.