Quality Program Manager at ATB (Calgary)

Lead the Quality & Client Experience initiatives at ATB's Calgary office, focusing on client interactions and compliance standards. Drive team performance through mentorship and strategic insights.

The Program Manager, Quality & Client Experience is a key leadership role responsible for managing analysts within ATB's Client Care contact center. This position emphasizes ideal client interactions across various platforms while ensuring compliance with regulatory standards. You will guide a team, advocate for operational excellence, and implement comprehensive quality frameworks.

Key Responsibilities

• Lead and mentor a team of Quality Analysts
• Manage Quality Management Systems like Genesys and Tableau
• Conduct root cause analysis and develop improvement plans
• Facilitate training programs based on evaluation trends
• Oversee daily operations aligned with Client Care standards

Requirements

• 3-5 year...