Credit One Bank Careers

Vice President, Quality and Training in Las Vegas, NV at Credit One Bank

Date Posted: 6/8/2018

Job Snapshot

Job Description



Position Summary

 

The Vice President of Quality and Training is responsible for setting strategic direction for the Bank. This position ensures that the quality and training process improvement endeavors are embedded across the Operations department and that all policies, procedures and processes are compliant and consistent with regulatory and contractual requirements and standards. This role ensures there is a robust training program and quality checks.

 



Summary of Essential Job Functions

 

  • Establish a process of continual improvement in quality assessments that ensures that assessments are targeted to mitigate operational risk and drives customer experience improvements through both the internal and external teams.
  • Leverage the quality data to design targeted training to improve the consistency of delivery of the customer experience.
  • Promote a risk-aware culture; ensure efficient and effective quality practices by adhering to required standards and practices.
  • Identifies and leads cultural transformation required to meet strategic goals for exceptional quality and customer satisfaction.
  • Works synergistically with all levels of the organization to implement change and sustain goals for long term impact in performance improvement.
  • Ensures the quality and training programs are embedded across the department.
  • Directs, designs and implements the best practices through process documentation, data collection and analysis, reports performance compared to appropriate benchmarks.
  • Effectively uses data and statistical concepts to make the case for change, drive results and communicate progress. Develops and monitors quality and service indicators to identify and prioritize process improvement efforts; facilitates improvement efforts to support quality, service and compliance.

Job Requirements



Position Requirements

 

  • Bachelor’s degree
  • Master’s degree preferred
  • 10 or more years of experience in financial services with leadership of training and quality teams.
  • 4 years of training in a leadership role
  • 5 years of experience managing and overseeing quality and customers service programs.
  • Solid understanding of quality monitoring methodologies and sampling
  • International travel, passport required.
  • Strong communication skills through all levels of an organization along with strong influencing skills

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