Program Manager, Quality and Client , 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 ).

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:

No matter where you are in the organization, you're empowered to make an impact in the lives of our clients and communities.

We want you—the unique, authentic you—to feel safe and celebrated 're on a continuous journey to build the most flexible and inclusive programs.

We want to enable your success through interesting and challenging work, performance enablement, and learning and development.

Leadership is in our DNA at ATB, reflecting our commitment to developing world-class leaders who can truly thrive. Our Leader DNA model sets the standard for how we lead people, drive business performance, and shape a dynamic future. This is the place for purpose-driven individuals ready to deliver impactful leadership every day.

As ATB’s next Program Manager, Quality & Client Experience
, you will be a strategic leader responsible for designing, implementing, and continuously evolving the Quality and Client Experience framework within ATB’s Client Care contact center. Leading a dedicated team of Quality & Client Experience Analysts, you will ensure every client interaction—across voice and digital channels—meets rigorous regulatory and performance standards while generating strategic insights to fuel operational excellence and agent upskilling.

• People Leadership:
  Direct, mentor, and develop a team of Analysts, ensuring precision and high detail accuracy in performance evaluations.
• Calibration & Consistency:
  Facilitate advanced calibration sessions across Analysts and Client Care Leadership to maintain evaluation objectivity.
• Systems Management:
  Oversee Quality Management Systems (e.g., Genesys) and reporting tools (e.g., Tableau, Gemini) to monitor operational trends.
• Dispute Resolution:
  Act as the final escalation point and decision-maker for quality review disputes.
• Manage Daily Operations:
  Manage daily operations to align with client care requirements, ensuring the delivery of quality audits and operational excellence.
• Framework Maintenance:
  Implement and scale a robust quality framework with standardized tools, processes, and daily operational oversight.

• Insight Synthesis:
  Translate raw findings from analyst evaluations into high-level actionable insights for Senior Leadership.
• Root Cause Analysis (RCA):
  Lead deep-dive RCA initiatives alongside Operations, Policy, and IT teams to eliminate systemic risks and process gaps.
• Journey Optimization:
  Drive cross-functional initiatives to resolve friction points in customer journeys and streamline procedural requirements.

• Feedback Mechanisms:
  Build formal feedback loops ensuring QA trends directly shape Learning & Development (L&D) curricula.
• Cross-Functional Collaboration:
  
  Partner with L&D teams to design and deploy targeted upskilling modules based on performance gaps.
• Coaching Support:
  Empower Team Leaders to deliver constructive feedback that strikes a balance between a "high-care" and "high-performance" environment.

• Experience:
  
  3–5+ years managing QA or CX teams within a contact center environment, preferably in financial services or a regulated sector.
• Banking Acumen:
  Deep understanding of banking policies, financial products, and mandated regulatory compliance.
• Analytical & Technical
  
  Skills:
  
  Expertise in statistical analysis and reporting software (Tableau, Power BI, Python, Google Workspace); experience conducting Training Needs Identification (TNI).
• Omnichannel QA:
  Hands-on experience developing quality standards across non-voice channels (Chat, Email, Social) using modern QMS tools (AI scoring, text analytics).
• Certifications:
  
  Six Sigma Green Belt (or…