Global Quality Manager

Position overview:

The Customer Experience Global QA Manager supports Non-Strategic Global Programs Operations by developing strategies, understanding performance gaps and operational needs to help drive sustained performance across all supported regions. This role enables standardization of quality processes across geographies while customizing what is necessary based on business and client requirements.

The position facilitates alignment with client stakeholders and establishes standard quality processes and frameworks across Lines of Business and regions. Oversees Customer Experience Senior Team Leaders, Team Leaders, and Quality functions to ensure tasks and responsibilities are carried out effectively and efficiently.

The Global QA Manager is responsible for final analysis, review, and approval of recommendations aimed at improving operational quality performance and maintaining high Customer Experience standards. Additionally, this role supports and manages strategic coaching initiatives, root cause analysis findings, process improvement plans, and quality assurance governance aligned with financial services industry expectations.

This role requires strong understanding of contact center operations, quality assurance frameworks, financial services products, customer experience management, and regulatory environments.

Key responsibilities:

• Monitoring Quality Metrics: Regularly monitor and analyze key performance indicators (KPIs) such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Call Resolution (FCR), and other metrics relevant to the financial services program.
• Quality Assurance Processes: Monitor and manage a robust quality assurance framework, with processes and procedures tailored to the specific requirements of each Line of Business (LOB) and region.
• Performance Reporting: Generate comprehensive reports on quality performance, trends, and areas for improvement. Present findings to senior management and stakeholders, highlighting successes and recommending actionable insights to enhance service delivery.
• Training and Coaching: Collaborate with training teams to identify skill gaps and develop training modules focused on improving customer service quality. Provide regular coaching and feedback sessions to direct reports (QA Team Leaders) to enhance their performance and adherence to quality standards.
• Root Cause Analysis: Conduct root cause analysis on quality issues and customer complaints to identify underlying problems or systemic issues. Work closely with operational teams to implement corrective actions and preventive measures.
• Process Improvement: Continuously assess and refine existing processes and workflows to optimize efficiency and customer satisfaction. Propose and implement innovative solutions to address emerging challenges and capitalize on opportunities for improvement.
• Cross-functional Collaboration: Foster strong relationships with stakeholders across different functions, including Operations, Training, WFM, and Quality. Collaborate closely with these teams to ensure alignment of quality initiatives with overall business objectives.
• Stakeholder Management: Build and maintain strong partnerships with internal and external stakeholders while ensuring alignment with operational goals, client expectations, and quality standards.
• Leadership and Team Development: Design and implement career development plans for Quality leaders to ensure maximum client, operational, and personal effectiveness.