Qualifications

• Strong knowledge of bank products, service, and procedures.
• Proficient in customer care operations and quality management.
• Proven leadership experience in managing teams.
• Expertise in performance analytics and quality frameworks.
• Ability to influence stakeholders and executive partners.
• Excellent communication skills, both written and verbal.
• Strong decision-making and problem-solving skills.
• Ability to make sound decisions under pressure.

Responsibilities

• Lead the Quality Assurance strategy and execution for consistent and compliant customer interactions.
• Oversee escalations and complaints to ensure timely and accurate resolutions.
• Analyze quality metrics and customer insights to identify improvement areas.
• Integrate quality insights into coaching and training with Learning & Development.
• Guide frontline decision-making through the Support Leader function.
• Collaborate with cross-functional teams to improve policies and processes.
• Provide data-driven insights and performance coaching to Customer Care leaders.
• Promote a culture of accountability, inclusion, and continuous improvement.

Benefits

• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Professional development and training opportunities.
• Generous paid time off and holiday schedule.
• Flexible work arrangements to support work-life balance.