Quality Lead - Banking Operations

Emerge is looking for an experienced Quality Lead to oversee quality assurance for banking operations. You will supervise the QA team, manage Quality Management System (QMS) processes, and monitor performance across operational workflows. The ideal candidate understands both voice and non-voice servicing and can turn quality findings into practical improvements that support customer expectations. Key Responsibilities: Quality Assurance & QMS: Manage QMS processes, supervise QA staff, and monitor quality across production operations. Review daily, weekly, and monthly quality scores to help maintain consistent standards.

Quality Improvement: Analyze quality results, identify performance gaps, and work with operational teams on corrective actions and ongoing process improvements.

Stakeholder Collaboration: Partner with Project Managers and operations teams on quality-related activities, customer expectations, and service requirements.

Team Guidance: Support and guide QA team members, promoting accountability, attention to detail, and a customer-focused approach. Requirements

• 8 10 years of overall experience, including 8 years in Banking Back Office and Contact Centre Operations.
• Experience in Quality Assurance, supervising QA teams, and monitoring quality across operational processes.
• Understanding of both voice and non-voice banking operations.
• Experience with QMS processes, quality score reviews, and process improvement.
• Strong attention to detail, customer-service orientation, and ability to guide team members.
• High school diploma or equivalent; bachelor's degree also accepted.
• English proficiency at B2 (Upper Intermediate) level across reading, writing, and speaking.

Working Hours Operations run seven days a week, with a coverage window of 8:00 AM 11:00 PM EST . Candidates should be comfortable supporting shifts within this window.

Interested in leading banking operations delivery with Emerge? Let's talk.

Emerge seeks, in all of its operations, to employ individuals for available positions based on their qualifications, working knowledge, and competency. Emerge has a continuing commitment to ensure that fair and equal employment opportunities are extended to all qualified persons without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, predisposing genetic characteristics, familial status, marital status, domestic violence victim status or any other protected characteristic or based on their relationship or association with members of a protected class. Emerge is committed to diversity in its most inclusive sense.