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. The role leads a team of Quality & Client Experience Analysts to ensure that every client interaction—across calls and digital channels—meets high-performance and regulatory standards while informing broader operational excellence and agent upskilling initiatives.

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 Evaluation Analysts and Client Care leadership teams.
• System Oversight: Manage the utilization of Quality Manage...