Customer Operations Quality Program Manager

3 weeks ago

Scottsdale, Arizona, United States Early Warning Services Full time
Job Title: Customer Operations Quality Program Manager

At Early Warning, we're dedicated to delivering cutting-edge solutions that power and protect the U.S. financial system. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Job Summary

This role is responsible for developing and analyzing quality data to improve processes and planning for IT Operations. The successful candidate will create efficiencies for the organization and its employees by implementing a comprehensive quality program and monitoring individual and team performance thresholds.

Key Responsibilities:
  • Establish a quality framework that ensures robust standards and an integrated approach to customer servicing.
  • Consistently review quality metrics to provide insights to leaders regarding team and employee performance and areas of risk.
  • Perform quality audits of customer operations functions that provide technology-based support to our customers.
  • Consult with internal leadership to set and monitor quality thresholds for phone and email interactions with our customers based on trend data.
  • Implement tools and capabilities that will improve our future investment planning.
  • Support the company's commitment to risk management and protecting the integrity and confidentiality of systems and data.
Requirements:
  • Education and experience typically obtained through completion of a bachelor's degree or equivalent work experience.
  • A minimum of 8 years IT Operations, technology support, training, or quality program design, implementation, and management.
  • Demonstrated experience in developing and implementing a robust quality framework using data-based tools to support monitoring and sampling methodology and thresholds.
  • Strong organization, problem-solving, and prioritization skills.
  • Proficiency in process definition and procedure writing.
  • Ability to manage multiple stakeholders.
  • Familiar with traditional and modern job training methods and techniques.
  • 2 years of knowledge of training reporting and business analytics.
  • Excellent verbal and written communication skills.
  • Exceptional presentation skills and ability to train in-person and virtually.
  • Excellent listening and execution skills.
  • Strong written and verbal communication skills. Must be able to write business requirements, create job aids, and author communications of diverse types, understanding how to target the messages to various personas and audiences.
Preferred Qualifications:
  • Financial services industry experience with technology applications and tools.
  • Telephony program development and management.
  • Demonstrated relevant experience in learning program management, content development, and other related learning and development supporting roles.
What We Offer:
  • Competitive salary range: $105,000 - $125,000 per year.
  • Discretionary bonus and benefits.
  • Unlimited Time Off for Exempt employees, plus 11 paid company holidays and a paid volunteer day.
  • 12 weeks of Paid Parental Leave.
  • Maven Family Planning support.

We're an equal opportunity employer and welcome candidates from diverse backgrounds. We're committed to creating a workplace that's inclusive and respectful of all employees. If you're passionate about delivering high-quality solutions and working in a collaborative environment, we encourage you to apply for this exciting opportunity.

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