Job Title:

Preferred and Small Business Banking Quality Assurance Lead

Location:

CityScape

What you'll do:

We are seeking a detail-oriented and highly motivated Quality Assurance Lead to join our team. In this role, you will support the Quality Assurance Manager with our quality assurance and client experience initiatives. Additionally, you will play a key role in promoting employee engagement and fostering an environment of continuous improvement within Preferred and Small Business Banking.
You will be responsible for upholding the quality and efficiency of our client-service team members within Preferred and Small Business Banking. This includes maintaining superior service quality, ensuring adherence to compliance standards, and leading performance evaluations of staff based on established bank procedures. You will identify and report any issues related to quality assurance, as well as monitor all operations that could potentially impact quality.
This role will require proficiency in data analyses tools, generating detailed reports and gathering insights from data to identify trends, drive improvement and ensure compliance with banking standards. The Quality Assurance Lead will utilize advanced call monitoring and Quality Assurance Software to assess customer interactions, ensuring compliance.
Furthermore, you will foster a positive work environment that values, engages, and motivates employees. In partnership with the Quality Assurance Manager, you will support initiatives designed to boost employee satisfaction, retention, career development, and overall well-being within the organization.
As a Quality Assurance Lead, you will also work closely with senior leadership to conduct research on client behavior, conduct surveys among clients across Preferred and Small Business Banking, enhance the customer experience, identify areas of concern, and collect and analyze data to help guide business decisions.

What we are looking for:

Assess the quality of client interactions by Preferred and Small Business Banking employees to ensure compliance with established quality standards.

Identify and provide detailed feedback to Preferred and Small Business Banking employees to promote continuous improvement.

Utilize large sets of data, prepare reports, identify trends, root causes and patterns using data analytics tools such as Excel, Power BI, or other analytics platforms.

Identify trends and opportunities for improvement in call quality, offering recommendations to enhance performance.

Collaborate with the Quality Assurance Manager to support employee engagement and client experience programs.

Assist in the creation and implementation of initiatives aimed at increasing employee satisfaction and improving client interactions.

Maintain up-to-date knowledge of policies, procedures, and best practices to ensure compliance and excellent service delivery.

What you will need to have:

High school diploma required, bachelor’s degree in related field preferred.

5+ years of direct, related experience: Treasury Management Sales, Treasury Management Service, and Branch Banking Operations.

Advanced to expert knowledge of general banking operations, including deposit operations, loan administration, treasury management, and/or other commercial banking products and services.

Advanced to expert knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards, and practices.

Advanced to expert sales and service experience in business deposits or treasury management products.

Strong speaking and writing skills for internal and external audiences (ex: sales or leadership)

Previous leadership experience preferred.

Benefits you’ll love:
We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About the company:

Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC.  AmeriHome Mortgage is a Western Alliance Bank company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488.  When contacting us, please provide your contact information and state the nature of your accessibility issue.  We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

© Western Alliance Bancorporation