Quality Assurance Manager

Job Description

As The Bank of You, North Shore Bank is about helping families thrive, businesses grow and communities flourish. And it's our employees that make the difference.

With offices located throughout eastern Wisconsin, we offer a work culture that has been recognized as a Top Workplace twelve times by the Milwaukee Journal Sentinel.

As a mutual company, North Shore Bank isn't publicly-owned, which means when we come to work every morning, our sole focus is on providing high-touch service to our customers and employees, and supporting our local communities.

Are you looking for a company that places long-term growth ahead of short-term profits? Where you can put your customers first and think creatively to solve challenges?

Where respect, integrity and being true to your word are valued and rewarded? This is the place.

SUMMARY : The Quality Assurance Manager is responsible for ensuring the overall quality of customer communications throughout all communication channels within the Call Center.

Working within the department and through other areas of the Bank, the QA Manager develops and implements well-defined controls for professional and standardized customer communications for deposit account and services, while also ensuring they meet all regulatory and Bank guidelines.

ESSENTIAL DUTIES AND RESPONSIBILITIES : North Shore Bank's Position Descriptions are intended to describe only the major responsibilities of the job.

You may be expected to perform other duties specified by your manager. Everyone is expected to contribute whatever efforts necessary to operate efficiently and effectively to insure the success of North Shore Bank.

Implements quality assurance on new product, platforms, and customer facing channels as it relates to providing consistent messaging that also meets all regulatory requirements.

Creates and maintains appropriate documentation (includes well-defined quality controls) to ensure full regulatory and Bank compliance as it relates to customer communications and workflows for department use.

Participates with and contributes to projects related to deposit, digital channels, and payments that are supported by Call Center / Customer Care teams.

Responsible for pre-project risk rating specific to Call Center / Customer Care.

Develops consistent and clear customer communications which will be used across various customer contact channels; trains all appropriate staff in its use.

Performs regular reviews of deposit, payments and digital topics on Bank website. Coordinates any recommended changes with superiors and VP-Compliance.

Interacts with other departments related to new deposit products / services.

Provides assistance to internal audit and compliance teams, as well as to external auditors and regulators when necessary.

Maintains updated knowledge and understanding of third party partner updates and releases in order to determine impact and necessary communications to customers.

Creates internal checks and balances on system performance, post-project follow-up audits, and continuous reviews on key processes to ensure no gaps exist.

Assists in determining continuous process improvement opportunities.

QUALIFICATIONS : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and / or EXPERIENCE :

High school diploma or its equivalent and a minimum of 10 years banking experience specific to product management, compliance, and customer satisfaction is a must.

Experience in project and task management to produce successful outcomes. Must understand regulatory aspects related to consumer deposit platforms;

including banking core system as well as digital channels. Requires effective management and customer service abilities.

OTHER SKILLS and ABILITIES :

Position requires individual with effective verbal and written communication skills (especially as it relates to brand awareness), including listening skills.

Individual will need to function within an environment of potential distractions and interruptions, which requires the ability to remain focused and manage priorities and details.

Ability to problem solve independently and work effectively within a team.

PHYSICAL DEMANDS : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, sit, and talk or hear. The employee must occasionally lift and / or move up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

WORK ENVIRONMENT : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Customer Care team coverage may include extended hours so flexibility is necessary.