Operations Quality Lead – Offshore & Training

Fifth Third; United States; On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Total Rewards program

Incentive compensation plan

Comprehensive benefits

Job summary

Fifth Third Bank is seeking an Operations Quality Supervisor to oversee the Service Optimization Quality team, including offshore operations. You will coach staff, analyze KPI data, and drive process improvements while ensuring risk controls and customer experience standards are met.

The role emphasizes cross-functional collaboration, on-boarding, training and escalation management across onshore and offshore teams, with a focus on calibrating quality measures and maintaining production

Qualifications

• Bachelor's degree or 3-5 years of related business/management experience.
• Supervisory experience of 2 years required.
• Business process experience preferred.
• Strong client relationship building capabilities.
• Strong leadership skills, including change management.
• Initiative, detail orientation, strong analytical skills, and decisive decision-making skills.
• Quality experience preferred.
• Experience with Microsoft Office products, such as Word and Excel.
• Ability to work with minimum supervision.

Responsibilities

• Supervises, coaches and provides feedback on performance of the Service Optimization Quality team.
• Promotes teamwork and cross training of employees, along with cross-functional cooperation.
• Manages offshore team ensuring onboarding, coaching and issue management.
• Serves as escalation point on processes for internal and external business partners.
• Analyze KPI data and identify process improvement opportunities.
• Make recommendations for systems enhancements or changes to improve quality and productivity.
• Partner with other departmental managers to complete initiatives and projects.
• Develop and manage processes to ensure consistency and accuracy of quality monitoring.

Skills

Leadership

Analytical skills

Quality experience

Communication

Project management

Education

Bachelor's degree

Job description

Fifth Third Bank is seeking an Operations Quality Supervisor to oversee the Service Optimization Quality team, including offshore operations. You will coach staff, analyze KPI data, and drive process improvements while ensuring risk controls and customer experience standards are met.

The role emphasizes cross-functional collaboration, on-boarding, training and escalation management across onshore and offshore teams, with a focus on calibrating quality measures and maintaining production