Quality Assurance/Operational Excellence Coordinator

About the Role

At Southland Credit Union, we're committed to delivering exceptional experiences for our members through operational excellence, continuous improvement, and strong collaboration. We're looking for a highly organized, detail-oriented professional who enjoys improving processes, coordinating projects, and helping teams work more effectively.

As the Quality Assurance / Operational Excellence Coordinator, you'll serve as a strategic operational partner to the VP of Member Experience, supporting organizational initiatives across Financial Centers, Contact Center Operations, Digital Branch, and other member-facing functions. You'll help ensure projects are successfully coordinated, procedures remain current, operational readiness activities are completed, and organizational priorities are effectively communicated, implemented, and sustained.

If you thrive in a collaborative environment, enjoy solving problems, and take pride in bringing structure and organization to complex initiatives, we'd love to hear from you.

What You'll Be Doing

• Identify, analyze, and recommend process improvements that enhance operational efficiency, workflow effectiveness, member experience, and organizational performance.
  
• Facilitate process mapping, workflow design, operational reviews, and continuous improvement initiatives.
  
• Support the implementation of operational best practices and organizational standards.
  
• Monitor operational effectiveness and recommend solutions that improve service delivery, execution consistency, and organizational performance.
  
• Coordinate assigned projects and organizational initiatives by developing project plans, timelines, milestones, deliverables, and implementation schedules.
  
• Track project progress, follow up with stakeholders, and help ensure commitments, deadlines, and deliverables are achieved.
  
• Coordinate User Acceptance Testing (UAT), operational readiness activities, and implementation support for new initiatives.
  
• Own and maintain procedure management for assigned business units, ensuring procedures remain accurate, current, compliant, and accessible.
  
• Support organizational change efforts through effective communication, documentation, and coordination across departments.
  
• Partner with leaders and stakeholders to translate organizational priorities into actionable plans and support successful execution of enterprise-wide initiatives.

What You'll Bring

• Minimum of five (5) years of experience in operational excellence, project coordination, business operations, quality assurance, process improvement, or a related field.
• Demonstrated experience coordinating multiple projects, managing competing priorities, and supporting cross-functional initiatives.
• Experience facilitating process improvement, workflow optimization, operational reviews, and implementation of operational best practices.
• Experience developing, maintaining, and managing operational procedures and documentation.
• Experience supporting User Acceptance Testing (UAT), operational readiness activities, or organizational change initiatives.
• Strong organizational, analytical, critical-thinking, and problem-solving skills with exceptional attention to detail.
• Excellent written and verbal communication skills with the ability to build collaborative relationships and influence outcomes across multiple departments and stakeholders.
• Proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint.
• Bachelor's degree in Business, Management, Finance, Operations, Project Management, or a related field preferred; an equivalent combination of education and experience may be considered.

Why You'll Love This Opportunity

At Southland Credit Union, you'll have the opportunity to make a meaningful impact by improving the operational processes that support both our employees and members. Your work will help drive organizational effectiveness, support strategic initiatives, and contribute to delivering exceptional member experiences.

You'll join a collaborative team that values continuous improvement, operational excellence, and innovation. This role offers the opportunity to partner with leaders across the organization, coordinate initiatives that make a measurable difference, and grow your expertise in project coordination, process improvement, operational readiness, and organizational change.

If you're looking for a role where your ideas are valued, your contributions are visible, and your work helps strengthen the organization every day, we'd love to have you on our team.