Senior Quality Manager

About the role

Western Union is seeking a Senior Quality Manager to lead its global Service Quality strategy. You will shape governance, standards, and performance measurement across the retail network, turning customer and agent feedback into actionable business intelligence.

Key responsibilities

• Define and lead the global Service Quality strategy, governance framework, standards, and performance measurement methodology.
• Own enterprise oversight of Voice of Agent, Voice of Customer, Mystery Shopping, and service quality assessment programs.
• Establish quality scorecards, executive dashboards, performance indicators, and reporting frameworks.
• Provide executive leadership with insights on service quality, customer experience, agent experience, and emerging risks.
• Drive consistency, transparency, and accountability for quality outcomes across the global retail network.
• Serve as senior advisor to leadership on service quality trends, risks, and strategic opportunities.
• Lead quality governance reviews and executive business discussions to evaluate performance and priorities.
• Build and maintain strong partnerships across Operations, Sales, Compliance, Product, Technology, Agent Support, and Customer Experience.
• Lead, develop, and inspire a high‑performing Service Quality organization, including succession planning and capability development.

Required profile

• Bachelor's degree in Business Administration, Operations Management, Quality Management, Customer Experience, Analytics, or related field.
• 10+ years of progressive experience in Service Quality, Customer Experience, Business Analytics, Retail Operations, or related disciplines.
• 5+ years of leadership experience managing professional teams and people leaders.
• Demonstrated experience establishing enterprise‑level quality, governance, measurement, and reporting frameworks.
• Proven ability to influence senior and executive‑level stakeholders.
• Strong strategic thinking, analytical, communication, and stakeholder management skills.