Program Manager, Quality and Client Experience, ATB Client Care

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). 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: 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. ## 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 * Direct Management: Lead, mentor, and develop a team of Analysts, ensuring they maintain a keen eye for detail and high accuracy in documenting performance. * Calibration Leadership: Facilitate advanced calibration sessions to ensure consistency and objectivity across all Evaluations Analysts and Client Care leadership teams. * System Oversight: Manage the utilization of Quality Management Systems (e.g., Genesys) and reporting tools (e.g., Tableau, Gemini) to track business and team member trends. * Dispute Process Escalation: Manage expectations and disputes on quality reviews as the last point of escalation and final decision maker for resolution. * Manage Daily Operations: Manage daily operations to align with Client Care requirements, ensuring the delivery of quality audits and operational excellence. * Implement and Maintain a Quality Framework: Implement and maintain a quality framework with scalable processes, tools, and systems to ensure efficient monitoring and accurate decision-making. Strategic Process Improvement * Insight Synthesis: Translate raw findings from Analyst evaluations into high-level actionable insights for Senior Leaders. * Gap Analysis: Identify systemic process gaps and operational risks discovered during compliance monitoring and quality audits. * Root Cause Analysis: 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. * Roadmap Development: Lead cross-functional initiatives to fix broken customer journeys and streamline procedural requirements. Training & Upskilling Integration * Strategic Feedback Loop: Establish a formal mechanism where quality assurance trends directly inform the creation of training programs. * Collaboration with Learning & Development: Partner with training teams to design and deploy targeted upskilling modules based on identified performance trends. * Development Advocacy: Support Team Leaders in delivering constructive feedback that balances a "high-care" culture with "high-performance" expectations. ## Knowledge, Skills and Experience Leadership & Experience * Proven Leadership: 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. * Banking Acumen: Deep understanding of banking policy, product updates, and mandated regulatory processes. Analytical, Technical Skills & Designations * Advanced Analytics: Expertise in interpreting complex data sets to identify long-term trends and areas of risk or opportunity. * Technical Proficiency: 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). * Omnichannel Quality Management: 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. * Designations: Preferably possess Six Sigma Green Belt certification in a contact/call centre context. Communication & Collaboration * 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 improvement in client experience scores (CSAT and VOC) resulting from process changes and call trends. * Team Accuracy: High levels of calibration and precision in analyst reporting, maintaining within 15% score of the quality manager “Gold Standard” of calibration. * Training ROI: Reduction in identified performance gaps following the implementation of upskilling programs based on feedback. * Compliance Adherence: 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.