Operations Quality Lead — Process Excellence

Fifth Third; Cincinnati (OH); On-site; USD 70,000 - 95,000; Full time

Job summary

Fifth Third Bank in Cincinnati, OH is seeking an Operations Quality Supervisor to lead the Service Optimization Quality team and oversee offshore processes. You will coach staff, monitor quality, manage onboarding, and drive risk-aware process improvements to protect customer experience.

The role requires a Bachelor's degree or 3–5 years of related management experience, plus at least 2 years of supervisory background and strong MS Word/Excel skills.

Qualifications

• Bachelor's degree or 3–5 years of related management experience.
• 2 years supervisory experience required.
• Experience with business processes and MS Office tools.

Responsibilities

• Supervises, coaches and provides feedback on performance of the Service Optimization Quality team.
• Analyze KPI data and identify process improvements.
• Manage offshore onboarding, training, coaching and issue management.
• Develop quality measurement parameters and calibration processes.
• Maintain reporting of production and quality metrics to leadership.

Skills

Supervisory experience

Leadership

Change management

Analytical skills

Detail orientation

Education

Bachelor's degree

Tools

Microsoft Word

Microsoft Excel

Job description

Fifth Third Bank in Cincinnati, OH is seeking an Operations Quality Supervisor to lead the Service Optimization Quality team and oversee offshore processes. You will coach staff, monitor quality, manage onboarding, and drive risk-aware process improvements to protect customer experience.

The role requires a Bachelor's degree or 3–5 years of related management experience, plus at least 2 years of supervisory background and strong MS Word/Excel skills.