Job Overview:

Consumer QA QC Sr Manager is crucial for managing day-to-day quality control operations and driving strategic enhancements within the Contact Center. This role involves overseeing quality control for call and chat agents and ITM Virtual Assistants, ensuring efficient and risk-based testing, and adapting to the fast-paced, evolving demands of our customer base and emerging fraud trends. The position requires collaboration with Contact Center leadership to align on strategy and communicate program updates.

Key Responsibilities:

• Daily Operations Management:
  • Oversee and coordinate daily workflow to ensure adherence to Service Level Agreements (SLAs) and maintain high operational efficiency.
  • Manage team performance, set priorities, resolve issues, and ensure consistent quality standards.
  • Maintain and update procedure inventories promptly in response to process changes or regulatory updates.
• Strategic Program Enhancement:
  • Develop and implement innovative and risk-based testing approaches, leveraging data analytics and digital solutions to drive efficiency.
  • Identify and integrate best practices and emerging industry trends to enhance the quality control program and ensure regulatory compliance.
• Collaboration with Contact Center Leadership:
  • Work directly with Contact Center leadership to align on strategic initiatives and program updates.
  • Communicate insights from quality control results to inform strategy and operational adjustments.
  • Provide regular updates to leadership on program performance and changes, ensuring alignment with overall Contact Center goals.
• Team Development and Leadership:
  • Coach, mentor, and support team members, addressing training needs and fostering a culture of continuous improvement.
  • Guide the team through operational changes and assist in adapting to new processes and tools.
• Reporting and Analytics:
  • Develop, maintain, and analyze comprehensive reports and dashboards to track performance, identify trends, and provide actionable insights.
  • Ensure accurate and timely distribution of reports to stakeholders, supporting data-driven decision-making.
• Risk and Compliance Management:
  • Promote a strong risk awareness culture and manage a robust risk and regulatory control environment.
  • Identify and address risks proactively, ensuring compliance with relevant regulations and handling exam requests efficiently.
• Innovation and Adaptability:
  • Stay updated on technological advancements and industry developments to propose and implement innovative solutions.
  • Adapt quality control strategies to the dynamic nature of the industry, ensuring timely and relevant testing results.
• Stakeholder Engagement:
  • Lead and participate in partnership meetings with key stakeholders to discuss program updates and address issues.
  • Serve as the key contact during internal audits or external regulatory exams, ensuring timely and accurate responses.

Qualifications:

• Extensive experience in quality control or assurance, preferably within a contact center or high-paced environment.
• Proven expertise in both tactical operations management and strategic program development.
• Strong leadership abilities with success in coaching and developing teams.
• Excellent analytical skills with experience in developing and interpreting reports and dashboards.
• Deep understanding of regulatory requirements, risk management, and compliance.
• Proficiency in leveraging technology for process improvements and efficiency.
• Ability to thrive in a dynamic environment and adapt strategies based on evolving customer needs and industry trends.
• Demonstrated ability to work closely with senior leadership to align strategies and communicate program updates effectively.

Equal Employment Opportunity

At Citizens, we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

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