Program Manager, Quality and Client Experience, ATB Client Care

Job description

At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It's a real commitment we live every day through our values (what we call the [ATB ID](https://www.atb.com/company/careers/why-atb/our-values/)). Life at ATB is about more than work. In fact, we’re consistently recognized as one of [Canada's top employers](https://www.atb.com/company/careers/why-atb/) thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members: **Impact in action:** No matter where you are in the organization, you're empowered to make an impact in the lives of our clients and communities. **Thrive together:** We want you—the unique, authentic you—to feel safe and celebrated at work. We're on a continuous journey to build the most flexible and inclusive programs. **Ready for tomorrow:** We want to enable your success through interesting and challenging work, performance enablement, and learning and development. Leadership is in our DNA at ATB, reflecting our commitment to developing world-class leaders who can truly thrive. Our Leader DNA model sets the standard for how we lead people, drive business performance, and shape a dynamic future. This is the place for purpose-driven individuals ready to deliver impactful leadership every day. ## About the Role **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. ## Accountabilities **Team Leadership & Program Governance** - **People Leadership:** Direct, mentor, and develop a team of Analysts, ensuring precision and high detail accuracy in performance evaluations. - **Calibration & Consistency:** Facilitate advanced calibration sessions across Analysts and Client Care Leadership to maintain evaluation objectivity. - **Systems Management:** Oversee Quality Management Systems (e.g., Genesys) and reporting tools (e.g., Tableau, Gemini) to monitor operational trends. - **Dispute Resolution:** Act as the final escalation point and decision-maker for quality review disputes. - **Manage Daily Operations:** Manage daily operations to align with client care requirements, ensuring the delivery of quality audits and operational excellence. - **Framework Maintenance:** Implement and scale a robust quality framework with standardized tools, processes, and daily operational oversight. **Strategic Process Improvement** - **Insight Synthesis:** Translate raw findings from analyst evaluations into high-level actionable insights for Senior Leadership. - **Root Cause Analysis (RCA):** Lead deep-dive RCA initiatives alongside Operations, Policy, and IT teams to eliminate systemic risks and process gaps. - **Journey Optimization:** Drive cross-functional initiatives to resolve friction points in customer journeys and streamline procedural requirements. **Training & Upskilling Integration** - **Feedback Mechanisms:** Build formal feedback loops ensuring QA trends directly shape Learning & Development (L&D) curricula. - **Cross-Functional Collaboration:** Partner with L&D teams to design and deploy targeted upskilling modules based on performance gaps. - **Coaching Support:** Empower Team Leaders to deliver constructive feedback that strikes a balance between a "high-care" and "high-performance" environment. ## Knowledge, Skills and Experience - **Experience:** 3–5+ years managing QA or CX teams within a contact center environment, preferably in financial services or a regulated sector. - **Banking Acumen:** Deep understanding of banking policies, financial products, and mandated regulatory compliance. - **Analytical & Technical Skills:** Expertise in statistical analysis and reporting software (Tableau, Power BI, Python, Google Workspace); experience conducting Training Needs Identification (TNI). - **Omnichannel QA:** Hands-on experience developing quality standards across non-voice channels (Chat, Email, Social) using modern QMS tools (AI scoring, text analytics). - **Certifications:** Six Sigma Green Belt (or similar Lean/process improvement certification) within a call center environment is strongly preferred. - **Stakeholder Management:** Exceptional ability to work collaboratively with frontline teams, Team Leaders, and Senior Leadership to drive change. - **Strategic Communication:** Ability to articulate complex performance data clearly and concisely to diverse audiences. **Performance Indicators (KPIs)** - **Program Impact:** Measurable improvements in CSAT and Voice of Customer (VOC) metrics. - **Team Precision**: Analyst calibration maintained within 15% of the "Gold Standard" baseline. - **Compliance:** 100% adherence to all operational risk and regulatory standards. - **Training ROI:** Quantifiable reduction in performance gaps post-upskilling deployment based on feedback provided. ## Workplace Arrangement You are required to work from our Calgary Campus office (3699 63 Ave NE, Calgary, AB) four days a week, with the option to work remotely one day. This is subject to change based on business needs. **Don’t meet all the requirements on the list?** A resume only goes so far in expressing who you are and the unique perspectives you bring. If you believe your skills and experience align with the role—but you might not check all the boxes—we want to hear from you. We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you’re seeking a career where your drive, perspective and growth are celebrated, we want to hear from you. We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed—their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the [Partnership Accreditation in Indigenous Relations](http://www.atb.com/company/community/indigenous-relations/?utm_source=offline&utm_medium=redirect&utm_campaign=indigenous+relations) program created by the Canadian Council for Aboriginal Business. **What happens next?** If you are shortlisted, you’ll hear from us after the posting closes. Check out our [How We Hire](https://www.atb.com/company/careers/how-we-hire/) page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know at [talentteam@atb.com](mailto:talentteam@atb.com) **Stay in touch** We’re excited that you’re interested in a career with ATB. Follow us on [LinkedIn](https://www.linkedin.com/company/atb-financial/?viewAsMember=true), [Facebook](https://www.facebook.com/ATBFinancial/) and [Instagram](https://www.instagram.com/atbfinancial/?hl=en) to learn more about what our team is up to.