M&T Bank
Independent Root Cause Quality Consultant (Customer Advocacy) - Hybrid
Job Description
**About the Team:**
The Root Cause & Action Planning Quality Team sits within the Complaint Program in Enterprise Operations and plays a critical role in improving the customer experience across the enterprise. Our mission is to drive consistent, high‑quality root cause analysis and action planning that leads to sustainable reductions in customer and employee pain points – while meeting regulatory expectations. We operate as internal consultants and coaches to the business. Rather than owning individual complaints, we analyze thematic issues across hundreds of complaints, helping business partners uncover what’s _really_ happening within end‑to‑end processes and ensuring solutions address true root causes, not symptoms. Our team is highly collaborative, deeply curious, and widely recognized for setting the standard for quality, accountability, and coaching excellence.
**The Role:**
As an Independent Root Cause Quality Consultant, you will partner with busin...
The Root Cause & Action Planning Quality Team sits within the Complaint Program in Enterprise Operations and plays a critical role in improving the customer experience across the enterprise. Our mission is to drive consistent, high‑quality root cause analysis and action planning that leads to sustainable reductions in customer and employee pain points – while meeting regulatory expectations. We operate as internal consultants and coaches to the business. Rather than owning individual complaints, we analyze thematic issues across hundreds of complaints, helping business partners uncover what’s _really_ happening within end‑to‑end processes and ensuring solutions address true root causes, not symptoms. Our team is highly collaborative, deeply curious, and widely recognized for setting the standard for quality, accountability, and coaching excellence.
**The Role:**
As an Independent Root Cause Quality Consultant, you will partner with busin...