Quality And Performance Manager

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Qualifications
Qualifications:

• Bachelor's degree from an accredited university OR 4 years of relevant experience
• 5 years Analyzing or interpreting procedures and/or regulatory requirements, and data
• 5 years Quality assurance principles, processes, and best practice
• 4 years Customer service management experience
• 3 years Banking compliance or other related regulatory legal/business experience
• 3 years Presenting reports and updates to senior leadership

Job Description
Quality and Performance Manager
Summary/Basic Purpose
This role is critical to elevating the quality of customer interaction in our current Customer Contact Center (C3), while positioning for an expanded footprint covering multiple additional Customer Contact Centers, increasing to omnichannel capability, and expanding our shared service to additional business partners in all aspects of customer facing interactions.
With a strong understanding of industry best practices, this role is responsible for developing the Quality Assurance and Performance roadmap, taking advantage of various technology solutions to ensure adherence to established and future processes, policies, and compliance, while driving continuous improvement initiatives. Additionally, the Quality and Performance Manager is responsible for the creation and presentation of essential Customer Experience performance key metrics, providing insights and recommendations to senior leadership to achieve critical business objectives.
This role also has responsibility of developing and maintaining incentive compensation programs that drive employee engagement, performance, and motivation to achieve operational goals and targets. This includes managing vendor relationships for various internal promotions and customer driven needs.
Essential Duties/Responsibilities:
Quality Assurance

• SME (Subject Matter Expert) for all QA related topics, responsible for managing and developing a team of highly effective QA Specialists
• Create, advocate for, and execute an ongoing roadmap for QA in an omnichannel, multi-site environment for the C3 footprint expansion.
• Lead and manage QA technology solution selection, training and implementation that achieves increased productivity, efficiency, and overall evaluation results.
• Develop and implement QA strategies and programs to enhance overall frontline and business unit calibration, audits, self-testing, compliance error rates, technical accuracy/procedural adherence, and Policy and Procedure feedback/improvement.
• Responsible for hiring, separations, administration of the performance management process (PMP) and promotions for the Quality Assurance team.

Performance Management

• Provide regular updates and reports to C3 leadership to align strategic vision and goals with frontline performance and provide data, analysis and recommendations for improving performance relative to financial, Customer Experience and Operational targets and goals
• Design and develop targets to ensure C3 is accurately measuring performance toward departmental Operational goals such as Service Delivery and Customer Experience
• Create, analyze and deliver comprehensive C3 performance data to identify trends, areas for actionable improvement, and opportunities for training based on data-driven analysis and feedback.

C3 Incentive Compensation (ICOMP)

• Act as the Subject Matter Expert (SME) and point of contact/escalation for Stakeholders, Management and participants for all matters related to the C3 ICOMP plan ensuring governance and compliance.
• Manage development of the annual C3 ICOMP plan, collaborating with Management to incorporate strategic vision and operational goals.
• Responsible for the administration, budget, calculation, and payment of incentives.
• Ensure documentation, communication, and training of all C3 ICOMP Plan processes, policies, procedures and updates for plan administrators and participants.

Service Delivery

• Manage relationships with all external partners/vendors related to product solutions and promotions, appropriate to C3 Customer needs and Operational goals.
• Collaborate with Retail National Sales, Marketing, Product Management, to design and refine C3 participation in applicable product solutions and promotions to address identified Customer needs and Operational goals.
• Develop and report metrics and processes to identifies and escalates Red Flags, fraud and sales misconduct related to Product sales.

About Comerica
We know our employees are critical to our overall success and we are dedicated to investing in their future. One of the ways we do this is to offer a comprehensive Total Rewards package designed to recognize and reward individual performance, as well support health, well-being, development and security for our colleagues and their family. Total Rewards consists of cash compensation, development and flexible benefit programs designed to meet individual needs today and in the future. Your salary will be commensurate with your work experience and our programs are reviewed regularly to ensure each remain competitive. We are proud to offer benefits such as health and welfare programs, strong retirement benefits, and generous paid time off programs. You and your eligible family members, including domestic partners and their children, can participate in medical, dental, and vision benefits, 401(k) and pension, income protection benefits such as life insurance, AD D, and supplemental health programs to offset unexpected health care expenses. We also have a variety of time off programs for things like vacation, sick time, disability, and parental leave. Eligibility for some programs varies based on employment status and tenure.
Upon offer, Comerica conducts a comprehensive background and fingerprint check.
NMLS certification requirement: where applicable, a favorable background check screening, credit check, fingerprint check, and NMLS certification is required in accordance with the SAFE Act.
Comerica Incorporated (NYSE: CMA) is a financial services company headquartered in Dallas, Texas, and strategically aligned by the Business Bank, the Retail Bank, and Wealth Management. Comerica's more than 9,000 colleagues focus on relationships, and helping people and businesses be successful. In addition to Texas, Comerica Bank locations can be found in Arizona, California, Florida and Michigan, with select businesses operating in several other states, as well as in Canada and Mexico.
Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.