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Program Manager, Quality and Client Experience, ATB Client Care
ATB Financial
Calgary, CAN
Full-time
Mid-Senior
Hybrid
Discovered 2 weeks ago
Quality assurance managementClient experienceContact center operationsPeople leadershipQuality calibrationQuality Management Systems
Free
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Quality assurance managementClient experienceContact center operations
Role Overview
The Program Manager, Quality and Client Experience will lead ATB's quality and client experience framework within its Client Care contact center.
The role covers voice and digital client interactions, regulatory and performance standards, strategic insights, and agent upskilling.
Key Skills for This Role
Quality assurance managementClient experienceContact center operationsPeople leadershipQuality calibrationQuality Management Systems
Full Job Posting
About the role
The Program Manager, Quality and Client Experience will lead ATB's quality and client experience framework within its Client Care contact center.
The role covers voice and digital client interactions, regulatory and performance standards, strategic insights, and agent upskilling.
Team leadership and governance
- Direct, mentor, and develop a team of Quality and Client Experience Analysts.
- Facilitate advanced calibration sessions across Analysts and Client Care Leadership.
- Oversee Quality Management Systems and reporting tools such as Genesys, Tableau, and Gemini.
- Serve as the final escalation point and decision-maker for quality review disputes.
- Manage daily operations, quality audits, and operational oversight.
- Implement and scale standardized quality tools and processes.
Strategic process improvement
- Translate analyst evaluation findings into actionable insights for Senior Leadership.
- Lead root cause analysis with Operations, Policy, and IT teams to eliminate systemic risks and process gaps.
- Drive cross-functional initiatives to resolve customer journey friction and streamline procedural requirements.
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