Mission Lane · 3 days ago

Manager of Quality Management

United States

Full-time

Remote

Senior Level

$80K/yr - $95K/yr

5+ years exp

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CreditFinance

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Responsibilities

Develop and lead the "first line of defense" quality strategy

Energize, motivate, and engage a virtual quality management team

Channel the team's work to enable innovative, differentiated customer experiences

Coordinate with Risk and Compliance teams to enhance rubrics and training

Ensure the QM team is increasingly skilled and set up to succeed as a key risk control

Explore new technologies and approaches for leveraging technology and industry best practices

Develop processes supporting a well-managed monitoring strategy

Learn and appreciate customer and agent experiences, including challenges they face

Communicate periodic results, insights, and recommendations to stakeholders

Collaborate with operational leaders to drive continuous quality improvement

Qualification

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Quality ManagementRisk ManagementCustomer ExperienceWork EnvironmentFinancial ServicesComplianceProject ManagementData AnalysisProblem-SolvingCommunicationTeam ManagementLeadershipOrganizationAnalytical ThinkingInfluencingWork-from-home Experience

Required

5+ years of experience leading quality initiatives in a contact center environment, driving positive outcomes related to risk management and customer experience.

5+ years experience managing teams, driving engagement and fostering a positive, productive, work environment.

Financial services industry experience and an understanding of the risk areas and compliance function.

Meticulous organization and planning skills, with proven process and/or project management experience.

Analytically minded, using data to drive decision making.

Able to tell a story and influence buy-in from diverse stakeholders based on test results.