Independent Root Cause Quality Consultant – Customer Advocacy

M&T Bank

Independent Root Cause Quality Consultant improving how M&T Bank identifies and addresses root causes. Partnering with business lines to enhance action plans and ensure regulatory compliance.

Posted 4/29/2026full-timeWilliamsville • Connecticut, Maryland, New York • 🇺🇸 United StatesMid-LevelSenior💰 $85,800 - $143,000 per yearWebsite

About the role

Key responsibilities & impact

Conduct independent quality assessments of root causes and action plans using an established governance framework.
Provide direct, constructive feedback and hands‑on coaching to business partners when work does not meet quality standards.
Teach and reinforce proper root cause methodology (e.g., Five Whys, DMAIC, Lean/Six Sigma tools).
Ensure conclusions are supported by data and that action plans demonstrably eliminate the underlying issue.
Facilitate cross‑functional discussions when similar root causes emerge across products or business lines.
Partner with the business during action plan development to ensure plans are actionable, measurable, and aligned to the true root cause.
Track progress through a centralized action‑plan management system and ensure accountability for execution.
Identify and communicate emerging complaint themes, trends, and systemic risks.
Use data analysis to validate root causes, confirm improvement, and guide decision‑making.
Develop and maintain reporting, dashboards, and quality metrics to track root cause quality, action plan effectiveness, recurrence trends, and overall program health.

Requirements

What you’ll need

Bachelor’s degree, or equivalent practical experience
3+ years of experience in process improvement, root cause analysis, or operational excellence
Demonstrated ability to perform deep root cause analysis (not symptom identification)
Comfort delivering feedback, challenging assumptions, and coaching business partners
Strong experience in business process improvement (not product development)
Proven facilitation and coaching experience with cross‑functional teams
Naturally curious, customer‑centric, and willing to challenge the status quo.

Benefits

Comp & perks

medical and retirement benefits
forty hours of paid volunteer time

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

root cause analysisprocess improvementDMAICLeanSix Sigmadata analysisreportingdashboardsquality metricsaction plan management

Soft Skills

constructive feedbackcoachingfacilitationcommunicationcuriositycustomer-centricchallenging assumptionscross-functional collaborationaccountabilityproblem-solving