<p>Responsibilities include but are not limited to:</p> <ul> <li>Lead Quality Assurance strategy, execution, and calibration to ensure consistent, compliant, high quality customer interactions across all channels. </li><li>Oversee escalations, complaints, special servicing, and social media care, ensuring timely, accurate, and risk aware resolution. </li><li>Analyze quality, complaint, NPS, and Voice of the Customer insights to identify root causes, reduce repeat issues, and improve processes and customer experience. </li><li>Embed quality and escalation insights into coaching, training, and knowledge resources through close partnership with Learning & Development. </li><li>Lead the Support Leader function to provide frontline decision support and guidance. </li><li>Partner cross-functionally with Product, Technology, Operations, and Service teams to influence policy, process, and knowledge improvements. </li><li>Support Customer Care leaders with data driven insights, performance governance, and coaching enablement. </li><li>Champion a culture of accountability, inclusion, engagement, and continuous improvement. </li></ul> <p>Required Skills:</p> <ul> <li>Strong knowledge of bank products, service and procedures. </li><li>Proficient knowledge of customer care operations, quality management, and service channel strategy. </li><li>Strong leadership capability with experience leading managers and multi disciplinary teams. </li><li>Expertise in performance analytics, quality frameworks, and learning enablement. </li><li>Ability to influence cross functional stakeholders and executive partners. </li><li>Excellent written and verbal communication skills. </li><li>Strong decision making, change leadership, and problem solving skills. </li><li>Ability to demonstrate sound decision-making skills. </li></ul> <p>Required Experience:</p> <ul> <li>High School diploma or GED equivalent and a minimum of 5 years of customer service or operations experience with 5 years in a supervisory role. </li></ul> <p>Preferred Experience:</p> <ul> <li>Banking, financial services, or regulated industry experience. </li><li>Experience overseeing quality assurance, training, or performance enablement functions. </li><li>Experience supporting multi channel service environments (call center, digital, social). </li></ul>