Quality and Performance Manager

Comerica - Auburn Hills, MI

Full-time - Mid Level

Auburn Hills, MI

Credit Intermediation and Related Activities

About the position

The Quality and Performance Manager plays a crucial role in enhancing customer interactions within the Customer Contact Center (C3) and preparing for expansion into additional centers and channels. This position is responsible for developing a Quality Assurance and Performance roadmap, leveraging technology to ensure compliance with processes and policies, and driving continuous improvement initiatives. The manager will also create and present key performance metrics to senior leadership, develop incentive compensation programs, and manage vendor relationships to support operational goals.

Responsibilities

• Serve as the Subject Matter Expert (SME) for all Quality Assurance (QA) related topics and manage a team of QA Specialists.
• Create and execute a roadmap for QA in an omnichannel, multi-site environment.
• Lead the selection, training, and implementation of QA technology solutions to enhance productivity and efficiency.
• Develop and implement QA strategies to improve compliance, technical accuracy, and procedural adherence.
• Provide regular updates and reports to C3 leadership to align performance with strategic goals.
• Design and develop performance measurement targets for the C3 department.
• Analyze and deliver comprehensive performance data to identify trends and training opportunities.
• Act as the SME for the C3 Incentive Compensation (ICOMP) plan and manage its development and administration.
• Manage relationships with external partners and vendors to meet customer needs and operational goals.
• Collaborate with various departments to refine C3 participation in product solutions and promotions.

Requirements

• Bachelor's degree from an accredited university or 4 years of relevant experience.
• 5 years of experience analyzing or interpreting procedures and regulatory requirements.
• 5 years of experience with quality assurance principles and processes.
• 4 years of customer service management experience.
• 3 years of banking compliance or related regulatory experience.
• 3 years of experience presenting reports to senior leadership.