ATB seeks a Program Manager for Quality & Client Experience, based in Calgary, to elevate client care through quality management. Lead your team in achieving compliance and operational excellence.
As the Program Manager, you will spearhead the Quality & Client Experience program, managing a skilled team to ensure high standards in client interactions. This includes oversight of systems and processes that define excellence in client care. You will also conduct gap analysis and collaborate on cross-functional projects aimed at enhancing the service experience.
Key Responsibilities:
• Mentor a team of Quality Analysts for superior performance
• Organize calibration sessions to ensure quality standards
• Identify systemic gaps through detailed analytics
• Develop training strategies based on performance evaluations
• Oversee daily operations and quality audits
Requirements:
• 3-5 years of leadership in Quality Assurance in a call center
• Knowledge of banking ...