What You'll Do Drive Quality Excellence

• Lead quality assurance initiatives that support outstanding client experiences
• Conduct quality reviews through random sampling and thematic assessments
• Monitor regulatory compliance and identify potential areas of risk
• Analyze quality trends, customer satisfaction feedback, and operational performance to uncover improvement opportunities
• Develop and implement initiatives that enhance service quality and operational effectiveness

• Design and maintain quality evaluation tools and frameworks

  Transform Insights into Action

• Provide in-depth analysis of customer satisfaction metrics, including promoter and detractor feedback
• Identify root causes behind performance gaps and client pain points
• Translate findings into clear, actionable recommendations
• Develop and execute improvement plans focused on achieving key business objectives

• Prepare reports and presentations that bring clarity to complex data and support decision-making

  Coach and Develop Teams

• Partner closely with Operations and Training teams to strengthen performance
• Deliver targeted coaching sessions, refreshers, and calibration activities
• Support leaders and specialists in building capabilities and improving results
• Advocate for effective coaching methodologies that drive measurable outcomes

• Help foster a culture of accountability, learning, and continuous improvement

  Collaborate Across the Business

• Work with cross-functional teams to address operational challenges and improve client outcomes
• Coordinate initiatives related to quality, compliance, and risk mitigation
• Build strong relationships with stakeholders across the organization

• Stay informed about industry trends, regulatory developments, and best practices within financial services

  What We're Looking For

• At least 3 years of experience in Quality Assurance, Compliance, or Quality Operations, preferably within banking or financial services
• Minimum 3 years of inbound client service experience in global banking operations
• Strong experience developing and executing quality initiatives that support both Operations and Training teams
• Proven coaching experience, both one-on-one and in group settings
• Ability to analyze data, identify trends, and translate insights into meaningful action plans
• Excellent communication and presentation skills
• Strong attention to detail and problem-solving capabilities
• Ability to influence stakeholders and drive change through collaboration

• At least 2 years of completed college education (72 units or equivalent)

  Nice to Have

• Experience in Treasury Services, Transfer Agency, Brokerage Operations, Investment Banking, Capital Markets, Accounting, Finance, or Economics
• FINRA Series 6, Series 7, or Series 99 certification
• Advanced proficiency in Microsoft Office applications, particularly Excel and PowerPoint

• Experience presenting performance insights and effectively communicating the story behind the numbers

  Work Environment

• 100% onsite role

• Flexibility to work rotating schedules based on business requirements

  Why Join Us?

• Play a strategic role in improving both client and employee experiences
• Influence business outcomes through quality, coaching, and continuous improvement
• Work alongside experienced professionals in a global financial services environment
• Access ongoing learning and development opportunities
• Be part of a collaborative and inclusive culture that values integrity, excellence, and innovation
• Grow your career while making a measurable impact on the success of the organization
• If you're someone who enjoys developing people, uncovering opportunities through data, and creating lasting improvements, this could be the next step in your leadership journey.