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Customer Care Coordinator
ParaMed Home Health Care
Kitchener, ON
Full-time
Under the direction of the Operations Manager and reporting to the Supervisors of Coordination, the Customer Care Representative will act as the primary point of contact for clients and…
Care Coordinator Manager
Lifemark Health Group
Calgary, AB
$47,000 to $50,000 CAD / year
Full-time
The Care Coordinator Manager is responsible for fostering and maintaining strong relationships between the clinic and its customers, including patients, staff, funders, and referral…
CCM-Care Coordinator Manager
Lifemark Health Group
Toronto, ON
Full-time
The Care Coordinator Manager is responsible for fostering and maintaining strong relationships between the clinic and its customers, including patients, staff, funders, and referral…
Care Coordinator Manager
Lifemark Health Group
Edmonton, AB
Full-time
The Care Coordinator Manager is responsible for fostering and maintaining strong relationships between the clinic and its customers, including patients, staff, funders, and referral…
Care Coordinator Manager
Lifemark Health Group
Hamilton, ON
$18.42 to $27.02 CAD / hour
Full-time
The Care Coordinator Manager is responsible for fostering and maintaining strong relationships between the clinic and its customers, including patients, staff, funders, and referral…
Customer Care Coordinator
Extendicare
Kitchener, ON · ParaMed Admin Office - WW (Manitou Dr.)
Full-time
Under the direction of the Operations Manager and reporting to the Supervisors of Coordination, the Customer Care Representative will act as the primary point of contact for clients and…
Resident Care Manager (RCM) - Casual - Heritage Lodge
Extendicare
Winnipeg, MB · Heritage Lodge Personal Care
Part-time
The ADOC will engage with residents and families and promote a customer service philosophy to continuously improve resident satisfaction and achieve our mission to provide people with the…
Resident Care Manager (RCM) - Full Time (FT) - Hillcrest Place - Relocation Bonus Available
Extendicare
Brandon, MB
Full-time
The ADOC will engage with residents and families and promote a customer service philosophy to continuously improve resident satisfaction and achieve our mission to provide people with the…
ServiceNow Product Manager - MNIT Division Manager 1
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
Full-time
This position is responsible for defining and evolving the product vision, roadmap, governance, adoption strategy, and customer experience for the ServiceNow platform. The ServiceNow…
Program Manager, Quality and Client Experience, ATB Client Care
ATB
Calgary, AB
Full-time
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…
Service Portfolio Manager - ITS5
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
Full-time
As a Service Portfolio Manager for Minnesota IT Services (MNIT), you will be responsible for managing an IT service portfolio to ensure that the service aligns with the MNIT strategic plan,…
Added 5 hours ago
IT Project Manager - ITS4
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Full-time
…Department of Children, Youth, and Families (DCYF), and Direct Care and Treatment (DCT). The MNIT HSDS team combines development and IT operations with a DevOps approach to ensure the…
Office Administration Manager
Lifemark Health Group
Greenwood, NS
Full-time
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Participates in a government or community program or initiative that supports Indigenous people
Executive Director of IT Operations & Reliability - MNIT Executive Manager
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Saint-Paul, NB · St.-Paul, NB
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…together to improve the reliability, resilience, efficiency, and customer experience of enterprise technology services. The Executive Director will establish organizational priorities and…
Director of Security and Resilience - MNIT Division Manager 1
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
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Customer-focused approach grounded in active listening, empathy, and solution-oriented problem-solving, with demonstrated leadership and people engagement skills that support positive user…
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Business Operations Manager - State Program Administrator Director
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
Full-time
We are seeing a Business Operations Manager to provide strategic leadership and operational oversight for financial management, budgeting, contracting, personnel support, operational…
Added 16 hours ago
Primary Care Assistant - 2015
Winnipeg Regional Health Authority
Winnipeg, MB
Reporting to the Primary Care Manager, this role functions as a key member of the Primary Health Care Team and is responsible to manage client’s overall clinical visit. The incumbent…
Primary Care Assistant
Winnipeg Regional Health Authority
Winnipeg, MB
Reporting to the Primary Care Manager, this role functions as a key member of the Primary Health Care Team and is responsible to manage client’s overall clinical visit. The incumbent…
Customer Experience Associate - Inviting Applicants who identify as First Nation (Status and Non-Status) Inuit, and Métis - Future Opportunities
TD
Remote, Canada
Part-time · Remote
…that they can unlock their full potential and achieve their career goals. We treat colleagues with the same care, warmth and respect that we show our customers, and we know that caring…
Contract Registered Practical Nurse
Southwest Ontario Aboriginal Health Access Centre
London, Ontario
Reporting to the Integrated Care Manager, the Registered Practical Nurse (RPN) supports the primary care providers in the provision of comprehensive primary care and preventative services…
FT Contract Registered Practical Nurse (RPN)
Southwest Ontario Aboriginal Health Access Centre
London, Ontario
Reporting to the Integrated Care Manager, the Registered Practical Nurse (RPN) supports the primary care providers in the provision of comprehensive primary care and preventative services…
CCR-Care Coordinator
Lifemark Health Group
Elmsdale, NS
Part-time
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Personal Banking Associate- Future Opportunities (Inviting Applicants who identify as First Nation (Status and Non-Status), Innuit, and Metis)
TD
Tsuu T'Ina Nation 145, AB
Full-time
…that they can unlock their full potential and achieve their career goals. We treat colleagues with the same care, warmth and respect that we show our customers, and we know that caring…

ATB

Program Manager, Quality and Client Experience, ATB Client Care

Calgary, AB, Canada

Job type: Full-time

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At a glance

Automatically prepared from the listing. Check the original description for the full requirements.

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Responsibilities

The Program Manager will design and implement a quality and client experience framework for the contact center while leading a team of analysts. They will also synthesize operational data into actionable insights and collaborate with cross-functional teams to drive process improvements and agent upskilling.

Requirements

Candidates should have 3–5+ years of experience managing QA or CX teams within a contact center, preferably in the financial services sector. Proficiency in analytical tools like Tableau, Power BI, or Python and a strong understanding of regulatory compliance are essential.

Experience

2 to 5 years

Education

professional certificate

Working hours

40 hours per week

Work arrangement

Hybrid

Days in the office

Skills

Program management
Quality assurance
Client experience
Team leadership
Data analysis
Statistical analysis
Tableau
Power BI
Python
Genesys
Root cause analysis
Stakeholder management
Strategic communication
Banking compliance
Process improvement
Training needs identification

Benefits

Learning and development
Performance enablement
Flexible work programs
Inclusive work environment

Visa sponsorship

Not detected in the job text

Keywords

Program Manager
Quality Assurance
Client Experience
Contact Center
Financial Services
Genesys
Tableau
Power BI
Python
Six Sigma Green Belt
Root Cause Analysis
Omnichannel
Regulatory Compliance
Performance Management
Data Analytics
Upskilling
Customer Journey
Operational Excellence
Calibration
Banking Acumen
Strategic Leadership
Training Needs Identification
Voice of Customer
CSAT
Lean
Process Improvement
Reporting Tools
Stakeholder Management
Performance Indicators
Team Leadership

Original job description

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 ID).

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:

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

Thrive together: We want you - the unique, authentic you - to feel safe and celebrated at work. We're on a continuous journey to build the most flexible and inclusive programs.

Ready for tomorrow: 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.

About the Role

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.

Accountabilities

Team Leadership & Program Governance

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.

Strategic Process Improvement

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.

Training & Upskilling Integration

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.

Knowledge, Skills and Experience

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 similar Lean/process improvement certification) within a call center environment is strongly preferred.
Stakeholder Management: Exceptional ability to work collaboratively with frontline teams, Team Leaders, and Senior Leadership to drive change.
Strategic Communication: Ability to articulate complex performance data clearly and concisely to diverse audiences.

Performance Indicators (KPIs)

Program Impact: Measurable improvements in CSAT and Voice of Customer (VOC) metrics.
Team Precision: Analyst calibration maintained within 15% of the "Gold Standard" baseline.
Compliance: 100% adherence to all operational risk and regulatory standards.
Training ROI: Quantifiable reduction in performance gaps post-upskilling deployment based on feedback provided.

Workplace Arrangement

You are required to work from our Calgary Campus office (3699 63 Ave NE, Calgary, AB) four days a week, with the option to work remotely one day. This is subject to change based on business needs.

Don’t meet all the requirements on the list?
A resume only goes so far in expressing who you are and the unique perspectives you bring. If you believe your skills and experience align with the role - but you might not check all the boxes - we want to hear from you. We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you’re seeking a career where your drive, perspective and growth are celebrated, we want to hear from you.

We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed - their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Partnership Accreditation in Indigenous Relations program created by the Canadian Council for Aboriginal Business.

What happens next?
If you are shortlisted, you’ll hear from us after the posting closes. Check out our How We Hire page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know at [email protected]

Stay in touch
We’re excited that you’re interested in a career with ATB. Follow us on LinkedIn, Facebook and Instagram to learn more about what our team is up to.

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