Program Manager, Quality and Client Experience, ATB Client Care

ATB•Calgary, AB

20d•Hybrid

About The Position

As ATB’s next Program Manager, Quality & Client Experience, you will be a strategic leader responsible for designing, implementing, and continuously evolving the Quality and Client Experience framework within ATB’s Client Care contact center. Leading a dedicated team of Quality & Client Experience Analysts, you will ensure every client interaction—across voice and digital channels—meets rigorous regulatory and performance standards while generating strategic insights to fuel operational excellence and agent upskilling.

Requirements

3–5+ years managing QA or CX teams within a contact center environment, preferably in financial services or a regulated sector.
Deep understanding of banking policies, financial products, and mandated regulatory compliance.
Expertise in statistical analysis and reporting software (Tableau, Power BI, Python, Google Workspace); experience conducting Training Needs Identification (TNI).
Hands-on experience developing quality standards across non-voice channels (Chat, Email, Social) using modern QMS tools (AI scoring, text analytics).
Exceptional ability to work collaboratively with frontline teams, Team Leaders, and Senior Leadership to drive change.
Ability to articulate complex performance data clearly and concisely to diverse audiences.

Nice To Haves

Six Sigma Green Belt (or similar Lean/process improvement certification) within a call center environment is strongly preferred.

Responsibilities

Direct, mentor, and develop a team of Analysts, ensuring precision and high detail accuracy in performance evaluations.
Facilitate advanced calibration sessions across Analysts and Client Care Leadership to maintain evaluation objectivity.
Oversee Quality Management Systems (e.g., Genesys) and reporting tools (e.g., Tableau, Gemini) to monitor operational trends.
Act as the final escalation point and decision-maker for quality review disputes.
Manage daily operations to align with client care requirements, ensuring the delivery of quality audits and operational excellence.
Implement and scale a robust quality framework with standardized tools, processes, and daily operational oversight.
Translate raw findings from analyst evaluations into high-level actionable insights for Senior Leadership.
Lead deep-dive RCA initiatives alongside Operations, Policy, and IT teams to eliminate systemic risks and process gaps.
Drive cross-functional initiatives to resolve friction points in customer journeys and streamline procedural requirements.
Build formal feedback loops ensuring QA trends directly shape Learning & Development (L&D) curricula.
Partner with L&D teams to design and deploy targeted upskilling modules based on performance gaps.
Empower Team Leaders to deliver constructive feedback that strikes a balance between a "high-care" and "high-performance" environment.