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Quality and Performance Manager
Auburn Hills, MI
Job Description
Quality and Performance Manager
Summary/Basic Purpose
This role is critical to elevating the quality of customer interaction in our current Customer Contact Center (C3), while positioning for an expanded footprint covering multiple additional Customer Contact Centers, increasing to omnichannel capability, and expanding our shared service to additional business partners in all aspects of customer facing interactions.
Summary/Basic Purpose
This role is critical to elevating the quality of customer interaction in our current Customer Contact Center (C3), while positioning for an expanded footprint covering multiple additional Customer Contact Centers, increasing to omnichannel capability, and expanding our shared service to additional business partners in all aspects of customer facing interactions.
With a strong understanding of industry best practices, this role is responsible for developing the Quality Assurance and Performance roadmap, taking advantage of various technology solutions to ensure adherence to established and future processes, policies, and compliance, while driving continuous improvement initiatives. Additionally, the Quality and Performance Manager is responsible for the creation and presentation of essential Customer Experience performance key metrics, providing insights and recommendations to senior leadership to achieve critical business objectives.
This role also has responsibility of developing and maintaining incentive compensation programs that drive employee engagement, performance, and motivation to achieve operational goals and targets. This includes managing vendor relationships for various internal promotions and customer driven needs.
Essential Duties/Responsibilities:
Quality Assurance
Quality Assurance
- SME (Subject Matter Expert) for all QA related topics, responsible for managing and developing a team of highly effective QA Specialists
- Create, advocate for, and execute an ongoing roadmap for QA in an omnichannel, multi-site environment for the C3 footprint expansion.
- Lead and manage QA technology solution selection, training and implementation that achieves increased productivity, efficiency, and overall evaluation results.
- Develop and implement QA strategies and programs to enhance overall frontline and business unit calibration, audits, self-testing, compliance error rates, technical accuracy/procedural adherence, and Policy and Procedure feedback/improvement.
- Responsible for hiring, separations, administration of the performance management process (PMP) and promotions for the Quality Assurance team.
Performance Management
- Provide regular updates and reports to C3 leadership to align strategic vision and goals with frontline performance and provide data, analysis and recommendations for improving performance relative to financial, Customer Experience and Operational targets and goals
- Design and develop targets to ensure C3 is accurately measuring performance toward departmental Operational goals such as Service Delivery and Customer Experience
- Create, analyze and deliver comprehensive C3 performance data to identify trends, areas for actionable improvement, and opportunities for training based on data-driven analysis and feedback.
C3 Incentive Compensation (ICOMP)
- Act as the Subject Matter Expert (SME) and point of contact/escalation for Stakeholders, Management and participants for all matters related to the C3 ICOMP plan ensuring governance and compliance.
- Manage development of the annual C3 ICOMP plan, collaborating with Management to incorporate strategic vision and operational goals.
- Responsible for the administration, budget, calculation, and payment of incentives.
- Ensure documentation, communication, and training of all C3 ICOMP Plan processes, policies, procedures and updates for plan administrators and participants.
Service Delivery
- Manage relationships with all external partners/vendors related to product solutions and promotions, appropriate to C3 Customer needs and Operational goals.
- Collaborate with Retail National Sales, Marketing, Product Management, to design and refine C3 participation in applicable product solutions and promotions to address identified Customer needs and Operational goals.
- Develop and report metrics and processes to identifies and escalates Red Flags, fraud and sales misconduct related to Product sales.
Qualifications:
- Bachelor's degree from an accredited university OR 4 years of relevant experience
- 5 years Analyzing or interpreting procedures and/or regulatory requirements, and data
- 5 years Quality assurance principles, processes, and best practice
- 4 years Customer service management experience
- 3 years Banking compliance or other related regulatory legal/business experience
- 3 years Presenting reports and updates to senior leadership
Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.
Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
4 to 5 years
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