Manager, Strategic Initiatives, Phone Channel Quality Assurance

🔥 17 hours ago

🐊 Florida, Maine, +3 more states – Remote

🐊 Florida – Remote 🦞 Maine – Remote 🏖️ New Jersey – Remote 🌲 North Carolina – Remote 🌴 South Carolina – Remote

💵 $91k - $145.6k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🔧 QA Engineer (Quality Assurance)

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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TD

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1855

🏦 Banking

💸 Finance

🛡️ Insurance

💰 Grant on 2023-10

Banking • Finance • Insurance

TD is one of North America's biggest banks offering a wide range of banking services including personal and business banking, insurance, wealth management, and securities. TD is committed to sustainability, diversity, equity, and inclusion, ensuring a supportive and inclusive workplace where employees are empowered to grow. The bank provides various roles and career opportunities across different regions with a focus on community impact and professional development. TD's culture is defined by care and respect, aimed at benefiting their business performance, customers, and communities.

📋 Description

• Identify opportunities to evolve the service offering supporting US Contact Centers and legendary customer experiences while achieving business results • Build a new business-owned Quality Assurance function from the ground up within US Contact Centers • Lead transactional quality assurance and quality testing, with some call monitoring and transactional testing • Leverage organizational capabilities to support business-line strategic priorities • Develop strategies enhancing integrated customer and employee experiences across contact centers • Partner with the Digital Channels Strategic Initiative Manager to manage operational impacts of digital change and develop the omnichannel experience • Work with the business to negotiate requirements, facilitate service delivery, and act as SME or sponsor for key projects • Apply best practices from other phone-channel businesses to achieve objectives and create operational consistency • Support project intake and identify and execute strategies to optimize operational efficiency • Connect business and operational strategies across businesses, product partners, and support groups • Develop strategic recommendations for short-, medium-, and long-term opportunities and prioritize them according to business needs • Build relationships with Contact Center leadership to identify customer, employee, and shareholder-value opportunities • Recommend, plan, and support cost-effective solutions to improve CEI, sales revenue, customer commitment time, calls per hour, and average handle time • Lead strategic initiatives for the North American Phone Channel • Analyze lines of business and identify strategic opportunities and tactics that enhance performance • Collaborate with Operations, Process Improvement, Initiative Support, Compliance, and Finance • Manage interdependencies across multiple project activities with the PMO team to align implementation with business strategy and objectives

🎯 Requirements

• 4 year degree or equivalent experience • 7+ years of related experience • Ability to navigate and leverage internal relationships and functional areas across the organizations, with a proven ability to get things done • Previous Phone Channel experience would be beneficial • Strong Relationship Management capabilities and experience a desired asset • Proven track record of delivering result through ambiguity • Ability to deliver on multiple priorities and requests from multiple executive stakeholders in a fast-paced and dynamic environment • Strong written and verbal communication skills • Proven ability to impact and influence results • Strong conceptual, analytical and problem-solving ability • Demonstrated business acumen to translate concepts and strategies into successful projects and day-to-day activities • Excellent presentation skills and ability to manage by positive influence with senior stakeholders • Demonstrated customer focus and understanding of superior customer experience by phone • Demonstrated excellence as a consensus builder, self-starter, and team player • Experience managing a QA team of approximately 5-8 employees preferred • Experience building or significantly enhancing a QA function from the ground up preferred • Experience developing and maintaining QA procedures, testing methodologies, and scripts preferred • Strategic leadership experience designing and implementing QA programs preferred • Demonstrated ownership of QA strategy, governance, and execution preferred • Analytics/reporting experience preferred • Operations or audit experience preferred • Occasional domestic travel

🏖️ Benefits

• Variable compensation/incentive awards, including potential cash and/or equity incentive awards • Health and well-being benefits • Savings and retirement programs • Paid time off, including Vacation PTO, Flex PTO, and Holiday PTO • Banking benefits and discounts • Career development opportunities • Regular development, career, and performance conversations • Training programs • Online learning platform • Mentoring programs • Training and onboarding sessions • Reward and recognition