- 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.
- Strong knowledge of bank products, service and procedures.
- Proficient knowledge of customer care operations, quality management, and service channel strategy.
- Strong leadership capability with experience leading managers and multi disciplinary teams.
- Expertise in performance analytics, quality frameworks, and learning enablement.
- Ability to influence cross functional stakeholders and executive partners.
- Excellent written and verbal communication skills.
- Strong decision making, change leadership, and problem solving skills.
- Ability to demonstrate sound decision-making skills.
- High School diploma or GED equivalent and a minimum of 5 years of customer service or operations experience with 5 years in a supervisory role.
- Banking, financial services, or regulated industry experience.
- Experience overseeing quality assurance, training, or performance enablement functions.
- Experience supporting multi channel service environments (call center, digital, social).
Skills Required
- High School diploma or GED equivalent and a minimum of 5 years of customer service or operations experience with 5 years in a supervisory role.
- Strong knowledge of bank products, service and procedures.
- Proficient knowledge of customer care operations, quality management, and service channel strategy.
- Strong leadership capability with experience leading managers and multi disciplinary teams.
- Expertise in performance analytics, quality frameworks, and learning enablement.
- Ability to influence cross functional stakeholders and executive partners.
- Excellent written and verbal communication skills.
- Strong decision making, change leadership, and problem solving skills.
- Ability to demonstrate sound decision-making skills.
What We Do
At Valley, we aren’t just your average financial institution; we're your trusted partner in building a brighter future. With a widespread presence across the U.S., we've been serving communities since 1927. For over 95 years, our team of dedicated professionals has been committed to creating better banking opportunities for our customers and fostering growth and prosperity in the communities we serve. From personalized financial solutions to comprehensive banking services, home mortgages, commercial lending, and wealth management, we're here to help you achieve your financial goals, no matter how big or small. We understand that each individual and business has unique challenges and opportunities, and we're here to listen, understand, and provide tailored solutions to help you succeed. ©2025 Valley National Bank. Member FDIC. Equal Opportunity Employer. Equal Housing Lender. All Rights Reserved.
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