Manager (Quality), Case Management

CardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards.

Position Summary:

The Quality Manager will oversee and manage a team of coaches within Case Management Business Unit and will be responsible for new hire training, refresher training and performance improvement of employees.  The role will be instrumental in maintaining high standards of servicing, regulatory compliance, and operational excellence within the business unit. This role has direct and frequent interactions with Quality Assurance, Operations Control, Compliance, and Senior Leadership. 

Essential Functions:

• Lead, coach, and mentor a team of coaches, providing guidance, training, and support to ensure high performance, productivity, and morale.
• Conduct root cause analysis of defects, identify systemic issues or trends, and collaborate with relevant teams to implement corrective actions and process improvements
• Partners with department leads to ensure quality forms align to business processes and coordinates updates as needed.
• Facilitates monthly calibration sessions with QA, Team Leaders, and Coaches for all departments.
• Prepare and analyze reports, metrics, and performance data related to Quality Assurance, providing insights, trends, and recommendations to senior management
• Stay updated on regulatory requirements, industry standards, and best practices ensuring adherence to legal and regulatory guidelines
• Responsible for identifying trends and gap analysis and reporting findings to upper management.
• Tracks, documents and presents monthly progress reports to BU leadership
• Responsible for ensuring all training materials shared during coach sessions are current and accurate
• Establish and monitor KPI’s, ensuring high standards from coaching delivery

Education and Experience:

• B.A. preferred or equivalent experience required
• Five (5) years of related dispute/fraud experience in credit card/bank card environment is required
• Experience with First Data (FDR), First Track, First Dispute, PEGA, or related platforms preferred

Summary of Qualifications:

• Bachelor's degree in finance, accounting, business administration, or a related field.
• Previous experience in back-office financial services operations.
• Strong knowledge of banking operations, financial transactions, and regulatory requirements.
• Excellent analytical skills with the ability to identify issues, analyze data, and recommend solutions.
• Detail-oriented mindset with a focus on accuracy, thoroughness, and attention to detail.
• Effective communication skills, both verbal and written, to interact with internal teams and external stakeholders.
• Proficiency in using MS Office applications and relevant software for data analysis, reporting, and documentation.

Work Environment/Physical Demands:

• Work is in an office environment, sustained posture in a seated position for prolonged periods of time; works with computer equipment for prolonged periods of time
• Some stress may occur
• Some travel will be required 
• This position reports to a department head and will manage supervisory staff and occasionally non-exempt staff

Employee Acknowledgement:

The above statements reflect the general information considered necessary to describe the principal functions of the job and should not be considered as a detailed description of all work requirements that may be inherent to the position. In addition, I may be called upon to personally handle projects or assignments not usually related to the position’s day-to-day activities. I am responsible for understanding and complying with laws and regulations that are applicable to my job function. I am responsible for understanding and complying with company policies and procedures that are applicable to my job function.

We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite. Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location. Our benefits offerings include medical, dental, vision, life insurance, 401(k) plan with company match, paid vacation time, sick time, as well as other benefits and programs to meet the needs of our employees. Further details will be shared during the interview or offer process, as appropriate and applicable.

We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic.  We will conduct a thorough background check for all hires in compliance with applicable law which includes (but may not be limited to) a review of factors including the applicant’s personal credit history, drug testing, and employment/personal references.