Description
Lead the Quality and Client Experience initiatives at ATB's Calgary office. Focus on mentorship, compliance, and enhancing client interactions while managing Quality Analysts effectively.
As the Program Manager for Quality and Client Experience, you'll play a crucial leadership role overseeing analysts in ATB's Client Care contact center. This position focuses on optimizing client interactions across diverse platforms while upholding compliance with banking standards. Your leadership will drive operational excellence, empowering your team to implement quality frameworks and improve overall client experience.
Key Responsibilities:
• Lead and mentor a team of Quality Analysts
• Manage Quality Management Systems, including Genesys and Tableau
• Conduct root cause analysis to drive improvements
• Facilitate training programs based on analysis trends
• Oversee daily operations in line with Client Care standards
Requirement...
As the Program Manager for Quality and Client Experience, you'll play a crucial leadership role overseeing analysts in ATB's Client Care contact center. This position focuses on optimizing client interactions across diverse platforms while upholding compliance with banking standards. Your leadership will drive operational excellence, empowering your team to implement quality frameworks and improve overall client experience.
Key Responsibilities:
• Lead and mentor a team of Quality Analysts
• Manage Quality Management Systems, including Genesys and Tableau
• Conduct root cause analysis to drive improvements
• Facilitate training programs based on analysis trends
• Oversee daily operations in line with Client Care standards
Requirement...
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