At Early Warning, we've powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle, Paze?, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses. Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment. Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.
Overall Purpose This role is responsible for developing and constantly analyzing quality data to help improve processes and planning for IT Operations. This will help create efficiencies for the organization and its employees. Through the implementation of curriculum that provides employees the knowledge required to successfully perform their work, and the rigor of monitoring individual and team performance thresholds, this role will provide the organization with the foundation to service Early Warning's customers at a high level.
Essential Functions: Quality: - Establishes a comprehensive quality program to create a continuous feedback system in which training opportunities are identified and addressed.
- Manage a quality framework that ensures robust standards and an integrated approach to customer servicing that includes service, operational, and product perspectives.
- Consistently reviews quality metrics that provide insights to leaders regarding their team and employee performance and areas of risk.
- Performs quality audits of customer operations functions that provide technology-based support to our customers.
- Consults with internal leadership to set and monitor quality thresholds for phone and email interactions with our customers based upon trend data.
- Drives the review of our quality standards for customer requests and incident management execution.
- Implements tools and capabilities that will improve our future investment planning.
- Supports the company's commitment to risk management and protecting the integrity and confidentiality of systems and data.
- The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor.
Training: - As subject matter expert, works closely with internal L&D team to advise, develop and evolve a high-quality training program and materials for in-person and on-line training.
- Consults with leadership team to develop and update training plans for teams and individuals.
- Conduct training for new and existing employees to provide them with the knowledge to successfully support our customers.
Minimum Qualifications - Education and experience typically obtained through completion of a bachelor's degree or equivalent work experience.
- A minimum of 8 years IT Operations, technology support, training, or quality program design, implementation and management.
- Demonstrated Experience in developing and implementing a robust quality framework using data-based tools to support monitoring and sampling methodology and thresholds.
- Strong organization, problem solving and prioritization skills.
- Proficiency in process definition and procedure writing
- Ability to manage multiple stakeholders.
- Familiar with traditional and modern job training methods and techniques
- 2 years knowledge of training reporting and business analytics
- Excellent verbal and written communication skills
- Exceptional presentation skills and ability to train in-person and virtually.
- Excellent listening and execution skills.
- Strong written and verbal communication skills. Must be able to write business requirements, create job aids, and author communications of diverse types, understanding how to target the messages to various personas and audiences.
- Background and drug screen
Minimum Qualifications - Financial services industry experience with technology applications and tools
- Telephony program development and management
- Demonstrated relevant experience in learning program management, content development, and other related learning and development supporting roles.
Physical Requirements Early Warning works together in a highly collaborative office environment. Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling, and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers. Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation. The pay scale for this position in: Phoenix, AZ in USD per year is: $105,000 - $125,000. This pay scale is subject to change and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific candidate, which is always dependent on legitimate factors considered at the time of job offer. Early Warning Services takes into consideration a variety of factors when determining a competitive salary offer, including, but not limited to, the job scope, market rates and geographic location of a position, candidate's education, experience, training, and specialized skills or certification(s) in relation to the job requirements and compared with internal equity (peers). The business actively supports and reviews wage equity to ensure that pay decisions are not based on gender, race, national origin, or any other protected classes. Additionally, candidates are eligible for a discretionary bonus, and benefits. Some of the Ways We Prioritize Your Health and Happiness
- Healthcare Coverage - Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.
- 401(k) Retirement Plan - Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.
- Paid Time Off - Unlimited Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.
- 12 weeks of Paid Parental Leave
- Maven Family Planning - provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.
And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest. Our team can share more during the interview process! Early Warning Services, LLC ( Early Warning ) considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees.