Work Location:

Hours:

Pay Details:

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs. 

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Job Description:

The Manager Strategic Initiatives Phone Channel identifies opportunities that evolve our service offering in support of the US Contact Centers and providing legendary customer experiences, while achieving business results.

In this Quality Assurance Manager position, the incumbent will be responsible for building a new, business-owned QA function from the ground up within USCC. Primary focus will be transactional QA and quality testing, although there is expected to be some call monitoring as well as transactional testing.

Depth & Scope:

• Represents the Shared Services organization in leveraging organizational capabilities in support of business line strategic priorities
• Provides support in the proactive development of strategies that enhance an integrated customer and employee experience across our contact centers
• Works effectively with Digital Channels Strategic Initiative Manager to understand operation impact of Digital change and proactively manages the evolution/development of the Omni channel experience
• Works effectively with business to ensure needs are met, negotiates requirements and facilitate service delivery, also acts as SME or sponsor for key projects
• Provides value added insights garnered from best practices and programs implemented in other phone channel business that would assist in the achievement of business objectives while creating operational consistency
• Provides initiative/business support through project intake process
• Provides support in the identification and execution of strategies/tactics to optimize the efficiency of the operational environment to the benefit of shareholder, customer and employees
• Works effectively across businesses, product partners and support groups to connect all the different business and operational strategies together, making recommendations to enhance capabilities in the contact centers and shared services groups
• Works with various partners / peers across product and multi-channels to develop strategic recommendations, with an eye on short, medium and long term opportunities. Prioritizes accordingly based on the needs of the business.
• Builds relationships with Contact Center leadership to leverage experiences/expertise and identify opportunities to further enhance the customer experience, employee experience and shareholder value across contact centers
• Recommends, plans and supports execution of sound, cost-effective solutions that position the Phone Channel to improve primary drivers including CEI, Sales Revenue, Customer Commitment time, Calls per hour and Average Handle Time.
• Leads strategic initiatives on behalf of the North American Phone Channel, leveraging best practices to address opportunities
• Ensures comprehensive understanding of individual lines of business within the contact centers, as well as consolidated view across businesses to identify leverage strategic opportunities and tactics that enhance business performance
• Works closely with internal partners (Operations, Process Improvement, Initiative Support, Compliance and Finance) to ensure alignment with recommendations put forward
• Manages the inter-dependencies of multiple project activities in various phases of implementation, working closely with the PMO team, to ensure alignment with the business strategy and objectives

Education & Experience:

• 4 year degree or equivalent experience
• 7+ years of related experience
• Ability to navigate and leverage internal relationships and functional areas across the organizations, with a proven ability to get things done
• Previous Phone Channel experience would be beneficial
• Strong Relationship Management capabilities and experience a desired asset
• Highly motivated individual with a proven track record of delivering result through ambiguity
• Able to deliver on multiple priorities and the requests of multiple executive stakeholders in a fast paced and very dynamic environment
• Strong written and verbal communication skills
• Proven ability to impact and influence results
• Proven / strong conceptual, analytical and problem solving ability
• Demonstrated business acumen in order to translate concepts and strategies into successful projects and day to day activities
• Excellent Presentation skills, with proven ability to manage by positive influence and work effectively with a number of Senior Stakeholders
• Demonstrated customer focus and understand of the delivery of superior customer experience by phone
• Demonstrated excellence as a consensus builder, a self-starter, team player

Preferred qualifications:

• Experience managing a QA team ( team of approximately 5-8 employees)
• Experience building or significantly enhancing a QA function from the ground up
• Experience developing and maintaining QA procedures, testing methodologies, and scripts
• Strategic leadership experience designing and implementing QA programs
• Demonstrated ownership of QA strategy, governance, and execution
• Analytics/Reporting experience preferred
• Operations or Audit experience preferred

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel – Occasional
• International Travel – Never
• Performing sedentary work – Continuous
• Performing multiple tasks – Continuous
• Operating standard office equipment - Continuous
• Responding quickly to sounds – Occasional
• Sitting – Continuous
• Standing – Occasional
• Walking – Occasional
• Moving safely in confined spaces – Occasional
• Lifting/Carrying (under 25 lbs.) – Occasional
• Lifting/Carrying (over 25 lbs.) – Never
• Squatting – Occasional
• Bending – Occasional
• Kneeling – Never
• Crawling – Never
• Climbing – Never
• Reaching overhead – Never
• Reaching forward – Occasional
• Pushing – Never
• Pulling – Never
• Twisting – Never
• Concentrating for long periods of time – Continuous
• Applying common sense to deal with problems involving standardized situations – Continuous
• Reading, writing and comprehending instructions – Continuous
• Adding, subtracting, multiplying and dividing – Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.