Description

Your Opportunity

At Schwab, you're empowered to make an impact while continuously growing your career.

The Service Excellence Team partners with Service leaders to elevate client experiences through data-driven insights, coaching, and continuous improvement.

As a Quality Assurance Service Excellence Manager, you will act as a trusted quality consultant and "coach of coaches," helping Service leaders translate client experience data into actionable improvements. You'll analyze service trends, identify root causes, and partner with leaders to build and execute quality and coaching strategies that strengthen client outcomes and operational excellence.

This role is ideal for someone who thrives at the intersection of analytics, coaching, and influence, and enjoys working cross-functionally to drive measurable service improvements.

Your Impact

• Facilitate engaging, educational experiences for Service leaders and managers through workshops, team sessions, and interactive forums focused on quality outcomes, coaching capabilities, and operational excellence.
• Design, develop, and deliver high-quality content (e.g., presentations, learning materials, toolkits, job aids, and communications) that support quality standards, coaching effectiveness, and service excellence outcomes.
• Translate complex data, quality insights, and program expectations into clear, actionable learning content that resonates across leadership levels and supports consistent execution.
• Partner with Training, Enablement, and Service leaders to identify education needs and ensure learning content and facilitation approaches align to evolving quality priorities and business objectives.
• Act as an educator and thought partner to Service leaders by reinforcing quality concepts, modeling effective facilitation techniques, and enabling leaders to confidently coach and educate their teams.

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location.

• Orlando : 1958 Summit Park Dr, Orlando FL 32810
• Westlake : 3000 Schwab Way, Westlake, TX 76262

What you have

Required Qualifications (Skills & Experience)

• Ability to analyze service quality data (e.g., call reviews, dashboards, workflow analytics) to identify trends, root causes, and improvement opportunities.

• Experience coaching leaders or teams to improve quality, performance, or client experience outcomes.

• Strong written and verbal communication skills , including the ability to present insights and recommendations to leaders.

• Skill in partnering cross functionally to develop, socialize, and track progress against quality or performance action plans.

• Working knowledge of data visualization or reporting tools (e.g., dashboards, Excel, PowerPoint) to communicate insights effectively.

Preferred Qualifications (Additional Skills & Knowledge)

• Experience supporting or leading service , operations, or contact center environments.

• Familiarity with quality assurance frameworks , conversation models, or service experience metrics.

• Demonstrated ability to influence without authority and build strong stakeholder relationships.

• Comfort adapting priorities in a fast changing environment while maintaining focus on quality outcomes.

• F amiliarity with Schwab service quality frameworks, tools, and metrics (e.g., quality dashboards, conversation models, call assessment practices), enabling quicker ramp up and immediate impact within the Service Excellence environment .

• Experience applying quality, client experience, or operational excellence practices in a service or contact center setting, including use of performance metrics, conversation models, or voice/workflow analytics to improve client outcomes.

Requisition #: 2025-118008

r1d4rh5eu

Requirements

2025-118008