Description
Malvern, PA | Malvern, PA | Malvern, PAFull time | Full time | Full time
REQ-2025-758
At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.
Who is Customers Bank?
Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.
We get you further, faster.
Focused on you: We provide every customer with a single point of contact—a dedicated team member committed to meeting your needs today and tomorrow.
On the leading edge: We're innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.
Proven reliability: We always ground our innovation in our deep experience and strong financial foundation, so we're a partner you can trust.
What You'll Do
The Associate, Service Quality Control Manager plays a key role in ensuring exceptional service delivery and continuous improvement across Customers Bank's Contact Center operations. This individual will design, implement, and maintain quality control frameworks, monitor agent performance, and collaborate with cross-functional stakeholders to drive service consistency and compliance.
Key Responsibilities:
Develop, implement, and manage the Contact Center Quality Assurance (QA) Program to ensure adherence to service standards, regulatory requirements, and internal policies.
Partner with the Director of Contact Center Operations to identify performance gaps and lead initiatives to improve customer experience, call accuracy, and process efficiency.
Design and execute call monitoring, case audits, and customer interaction reviews; provide structured feedback and coaching recommendations to team leads and supervisors.
Create and maintain scorecards, KPIs, and dashboards to track service quality performance across channels (phone, email, chat).
Analyze customer feedback to identify root causes of service breakdowns and propose actionable solutions.
Support training teams in developing skill enhancement and compliance training based on QA insights.
Collaborate with Compliance, Risk, and Operations partners to ensure all contact center activities meet bank policies and industry regulations (FDIC, FFIEC, GLBA).
Lead quality calibration sessions with management and third-party BPO partners to align evaluation standards and drive consistency.
Conduct trend analysis on service metrics, complaints, and disputes to proactively identify emerging issues.
Participate in technology improvement discussions (e.g., IVR, CRM, AI tools) to align quality monitoring with new capabilities.
Prepare regular reports and presentations summarizing performance trends, customer experience insights, and recommendations for leadership.
What You Need
Bachelor's degree in Business, Operations, or related field.
57 years of experience in Contact Center Quality Assurance or Service Operations, preferably within financial services or banking.
Strong knowledge of QA methodologies, customer satisfaction measurement, and regulatory compliance standards.
Exceptional analytical and problem-solving skills with the ability to translate data into actionable insights.
Strong interpersonal and communication skills; able to influence and collaborate effectively across multiple teams.
Proven ability to manage multiple priorities in a dynamic environment and meet strict timelines.
Technology Skills
Proficiency with QA monitoring tools (e.g., NICE, Verint, Calabrio, or similar).
Experience using CRM systems (Salesforce).
Familiarity with AI-assisted QA and speech analytics tools.
Strong Microsoft Office Suite skills (Excel, PowerPoint, Word).
Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
We also provide "reasonable accommodations", upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws.
Diversity Statement:
At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let's take on tomorrow.
Founded in 2009, Customers Bank is a super-community bank with $20.3 billion in assets at June 30, 2022. We believe in dedicated personal service for the businesses, professionals, individuals and families we work with. We offer banking and loan services across Florida, Illinois, Massachusetts, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island and Texas.
Customers Bank is a member of the Federal Reserve System with deposits insured by the Federal Deposit Insurance Corporation. Customers Bank is an equal opportunity lender. Customers Bank takes pride in delivering extremely high levels of customer service while charging comparatively very low fees; service that makes our clients say, "Wow."
Customers Bank, with its headquarters located in Malvern, Pennsylvania, is a subsidiary of Customers Bancorp, Inc., a bank holding company. The voting common shares of Customers Bancorp, Inc. are listed on the New York Stock Exchange under the symbol CUBI.
Customer Service driven VEVRAA Federal Contractor, seeking priority referral of qualified protected veterans.
Customers Bank will provide consideration for employment to qualified applicants without regard to their race, color, religion,
national origin, sex/ gender, sexual orientation, gender identity, protected veteran status or disability.
PI279078709