Program Manager, Quality and Client Experience, ATB Client Care
ATB Financial · Calgary, AB
- On site
- Full-time
- CA$105,000 / year
- Calgary, AB
Job highlights
- Lead quality and client experience programs.
- Manage a team of analysts and auditors.
- Drive process improvements and operational excellence.
- Inform training and upskilling initiatives.
- Ensure high-performance and regulatory standards.
About the role
About ATB Financial
Life at ATB is about more than work. In fact, we’re consistently recognized as one of Canada's top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members: Impact in action, Thrive together, and Ready for tomorrow.About The Role
The Program Manager, Quality & Client Experience is a strategic leader responsible for the design, implementation, and continuous evolution of the Quality & Client Experience program within ATB's Client Care contact center. You will lead a team of Quality & Client Experience Analysts to ensure that every client interaction - across calls and digital channels - not only meets high-performance and regulatory standards but also informs a broader strategy for operational excellence and agent upskilling.Accountabilities
Team Leadership & Governance
- Lead, mentor, and develop a team of Analysts, ensuring they maintain a keen eye for detail and high accuracy in documenting performance.
- Facilitate advanced calibration sessions to ensure consistency and objectivity across all Evaluations Analysts and Client Care leadership teams.
- Manage the utilization of Quality Management Systems (e.g., Genesys) and reporting tools (e.g., Tableau, Gemini) to track business and team member trends.
- Manage expectations and disputes on quality reviews as the last point of escalation and final decision maker for resolution.
- Manage daily operations to align with Client Care requirements, ensuring the delivery of quality audits and operational excellence.
- Implement and maintain a quality framework with scalable processes, tools, and systems to ensure efficient monitoring and accurate decision-making.
Strategic Process Improvement
- Translate raw findings from Analyst evaluations into high-level actionable insights for Senior Leaders.
- Identify systemic process gaps and operational risks discovered during compliance monitoring and quality audits.
- Conduct root causes analyses, develop improvement plans, and collaborate with operations to enhance quality performance. Drive and institutionalize deep-dive RCA processes with Operations, Policy, and IT teams to identify the fundamental cause of quality/compliance failures, moving beyond symptoms to systemic fixes.
- Lead cross-functional initiatives to fix broken customer journeys and streamline procedural requirements.
Training & Upskilling Integration
- Establish a formal mechanism where quality assurance trends directly inform the creation of training programs.
- Partner with training teams to design and deploy targeted upskilling modules based on identified performance trends.
- Support Team Leaders in delivering constructive feedback that balances a "high-care" culture with "high-performance" expectations.
Knowledge, Skills And Experience
Leadership & Experience
- Minimum 3-5 years experience managing Quality Assurance or Client Experience teams within a contact/call center environment, preferably in a highly regulated financial setting.
- Deep understanding of banking policy, product updates, and mandated regulatory processes.
Analytical, Technical Skills & Designations
- Expertise in interpreting complex data sets to identify long-term trends and areas of risk or opportunity.
- Mastery of Google Workspace (Sheets, Docs, Slides) and advanced reporting displays for executive presentations. Demonstrated ability to conduct Training Needs Identification (TNI), Expertise in statistical software (e.g., Tableau, Power BI, Python).
- Experience in developing and managing quality standards for non-voice channels (e.g., Chat, Email, Messaging, Social) including the use of modern QMS features like AI-driven scoring or text analytics.
- Preferably possess Six Sigma Green Belt certification in a contact/call centre context.
Communication & Collaboration
- 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.
Performance Indicators (KPIs)
- Measurable improvement in client experience scores (CSAT and VOC) resulting from process changes and call trends.
- High levels of calibration and precision in analyst reporting, maintaining within 15% score of the quality manager “Gold Standard” of calibration.
- Reduction in identified performance gaps following the implementation of upskilling programs based on feedback.
- Maintenance of 100% adherence to all risk, regulatory and operational requirements.
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 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 page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know at talentteam@atb.com Stay in touch We’re excited that you’re interested in a career with ATB. Follow us on LinkedIn, Facebook and Instagram to learn more about what our team is up to.Key skills/competency
- Program Management
- Quality Assurance
- Client Experience
- Team Leadership
- Contact Center Operations
- Process Improvement
- Root Cause Analysis
- Data Analysis
- Stakeholder Management
- Regulatory Compliance
Skills & topics
- Program Manager
- Quality Assurance
- Client Experience
- Contact Center
- Call Center
- Leadership
- Process Improvement
- Data Analysis
- Banking
- Financial Services
- Tableau
- Power BI
- Six Sigma
- Regulatory Compliance
- Omnichannel
- Calgary
How to get hired
- Tailor your resume: Highlight your contact center, quality assurance, and leadership experience, emphasizing results in client experience and operational improvements.
- Showcase analytical skills: Detail your experience with data analysis, reporting tools (Tableau, Power BI), and omnichannel quality management.
- Demonstrate leadership: Provide examples of how you've led, mentored, and developed teams to achieve high performance and accuracy.
- Understand the industry: Emphasize your knowledge of banking policies, regulatory processes, and financial services environments.
- Research ATB's culture: Align your application with ATB's values of Impact in action, Thrive together, and Ready for tomorrow.
Technical preparation
Master quality management systems (Genesys).,Practice data analysis with Tableau/Power BI.,Prepare for AI scoring and text analytics.,Develop root cause analysis presentations.
Behavioral questions
Describe leading a team to improve client satisfaction.,How do you handle disputes on quality reviews?,Share an example of driving process improvement.,How do you integrate quality data into training?
Frequently asked questions
- What is the primary focus of the Program Manager, Quality and Client Experience role at ATB Financial?
- The Program Manager, Quality and Client Experience at ATB Financial is responsible for designing, implementing, and evolving the quality and client experience program within the Client Care contact center, ensuring high-performance and regulatory standards across all client interactions.
- What are the key responsibilities of the Program Manager role at ATB Financial?
- Key responsibilities include leading a team of Quality & Client Experience Analysts, facilitating calibration sessions, managing quality systems, overseeing daily operations, synthesizing insights for senior leaders, conducting root cause analyses, and establishing feedback loops for training and upskilling.
- What experience is required for the Program Manager, Quality and Client Experience position at ATB Financial?
- The role requires a minimum of 3-5 years of experience managing Quality Assurance or Client Experience teams in a contact center environment, preferably within a regulated financial setting. A deep understanding of banking policy, product updates, and regulatory processes is also essential.
- What technical skills are important for the Program Manager role at ATB Financial?
- Technical proficiency in Google Workspace, advanced reporting displays, and statistical software like Tableau, Power BI, or Python is crucial. Experience with omnichannel quality management and AI-driven scoring or text analytics is also highly valued.
- How does ATB Financial approach hiring and what should I highlight in my application for the Program Manager role?
- ATB Financial emphasizes a high-care, high-performance culture. Highlight your proven leadership, analytical capabilities, stakeholder management, and your understanding of banking and regulatory environments. They encourage candidates from diverse backgrounds and experiences to apply.
- What is the work arrangement for the Program Manager, Quality and Client Experience at ATB Financial?
- This role requires working from the Calgary Campus office four days a week, with one day of remote work flexibility. This arrangement is subject to change based on business needs.
- What kind of impact can I expect to make as a Program Manager at ATB Financial?
- You will make a measurable impact on client experience scores (CSAT and VOC), drive operational excellence, reduce performance gaps through targeted upskilling, and ensure 100% adherence to risk and regulatory requirements, contributing to ATB's reputation as a top employer.
- How does ATB Financial support employee growth and development in this role?
- ATB Financial is committed to enabling success through interesting and challenging work, performance enablement, and learning and development opportunities. The role itself involves strategic leadership, process improvement, and collaboration, fostering continuous growth.