Senior Quality Manager

At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers.

Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper.

Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences.

Join us as we go beyond and be part of a team that’s redefining what’s possible.

Role Responsibilities

As a Senior Manager Quality you will be responsible for:

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 actionable insights on service quality performance, customer experience, agent experience, and emerging risks.
• Drive consistency, transparency, and accountability for quality outcomes across the global retail network.
• Serve as the senior advisor to leadership on service quality trends, risks, and strategic opportunities.
• Ensure customer and agent feedback is effectively translated into meaningful business intelligence and decision support.
• Lead quality governance reviews and executive business discussions to evaluate performance and organizational priorities.
• Influence strategic decision-making through data-driven insights, executive reporting, and performance analysis.
• Build and maintain strong partnerships across Operations, Sales, Compliance, Product, Technology, Agent Support, and Customer Experience functions.
• Lead, develop, and inspire a high-performing Service Quality organization, including succession planning and capability development.
• Foster a culture of accountability, customer-centricity, innovation, and operational excellence.
• Ensure organizational priorities, resources, and capabilities are aligned to business objectives and service quality goals.

Role Requirements

• 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.

Work Shift

Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. Due to the nature of this role, the expectation is to work from the office full time.

Other Details

We are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

About the company

Western Union Company is a global leader in cross-border, cross-currency money movement. Our omnichannel platform connects the digital and physical worlds and makes it possible for consumers and businesses to send and receive money and make payments with speed, ease, and reliability. With our global reach, Western Union moves money for better, connecting family, friends and businesses to enable financial inclusion and support economic growth.