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Company: Valley Bank
Location: Wayne, NJ
Career Level: Mid-Senior Level
Industries: Banking, Insurance, Financial Services

Description

Responsibilities include but are not limited to:

  • Lead Quality Assurance strategy, execution, and calibration to ensure consistent, compliant, high quality customer interactions across all channels.
  • Oversee escalations, complaints, special servicing, and social media care, ensuring timely, accurate, and risk aware resolution.
  • Analyze quality, complaint, NPS, and Voice of the Customer insights to identify root causes, reduce repeat issues, and improve processes and customer experience.
  • Embed quality and escalation insights into coaching, training, and knowledge resources through close partnership with Learning & Development.
  • Lead the Support Leader function to provide frontline decision support and guidance.
  • Partner cross-functionally with Product, Technology, Operations, and Service teams to influence policy, process, and knowledge improvements.
  • Support Customer Care leaders with data driven insights, performance governance, and coaching enablement.
  • Champion a culture of accountability, inclusion, engagement, and continuous improvement.


 Apply on company website