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Program Manager, Member Liaison & Quality Assurance at ABA - American Bankers Association - ApplyBlast

Program Manager, Member Liaison & Quality Assurance

ABA - American Bankers Association

4 months ago

Hybrid

Full Time

Senior

0 applicants

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About this role

A Program Manager at the American Bankers Association leads quality assurance efforts for the Member and Customer Support function, ensuring high standards in multi-channel communications and service delivery. This role oversees quality monitoring, drives continuous improvement, and supports complex escalation resolution to align with organizational goals and brand expectations. The position involves coaching team members, refining evaluation rubrics, and maintaining data integrity while serving as a key liaison for cross-functional issues.

Responsibilities

Monitor multi-channel customer interactions to ensure priority handling of support requests
Score communications to evaluate quality, compliance, and adherence to service standards
Coach team members and deliver actionable quality feedback for performance improvement
Resolve complex escalated issues within established service level agreements
Maintain data integrity by processing account updates with high accuracy

Skills

Qualifications

High School DiplomaAssociate's Degree

About ABA - American Bankers Association

aba.com

Headquarters

Washington, District Of Columbia, United States

Company Size

201-500 employees

Founded

1875

View Profile

The American Bankers Association (ABA) is a leading national organization representing banks and other financial institutions in the U.S. It provides valuable resources such as training, certification, research, and advocacy to empower its members in navigating the financial landscape. ABA aims to enhance the banking industry's effectiveness through education and community engagement, while also offering insights on regulation and policy affecting the financial services sector. With a focus on promoting growth and success in banking, ABA serves as a vital hub for information, innovation, and collaboration among its members.