Job Purpose
Evaluate and monitor the quality of calls, chat, and Transaction audit for contact Centre staff while providing feedback and coaching for improvement.
Job Accountabilities
- Responsible for call monitoring, coaching, and feedback to Contact Centre Agents to ensure adherence to the defined customer experience standards
- Monitor adherence to mandatory scripts, disclosures, and process steps, highlighting any compliance risks and ensuring corrective actions are communicated and tracked.
- Maintain accurate records of monitored interactions in designated QA trackers/folders and ensure supporting evidence is available for audit/review.
- Conduct transaction audits by listening to calls or report checking for calls, chat, etc.
- Evaluate overall interaction quality and identify improvement opportunities, providing recommendations to enhance service standards and consistency.
- Lead or facilitate calibration sessions and quality discussions in the absence of the QA Manager to maintain scoring alignment
- Support onboarding/OJT quality assessments (e.g., mock chats/call evaluations) and communicate outcomes to stakeholders as required.
- Conduct structured coaching sessions and document coaching points, ensuring communication is shared with relevant stakeholders as per QA process
- Provide daily/weekly MIS of call monitoring, coaching and feedback.
- Demonstrate flexibility by undertaking any additional QA duties or adhoc assignments as required to meet evolving business requirements.
- Review and validate QA evaluations and MIS outputs to ensure accuracy, consistency, and adherence to defined quality standards.
- Act as a deputy to the QA Manager, supporting day-to-day operations and providing guidance to QA team members as required.
- Contribute to process improvements and QA framework enhancements, including updates to scorecards, trackers, and monitoring methodologies.
Requirements:
Qualifications
- 5 years experience in banking/ customer service
- Bachelor's Degree or equivalent qualification
- Analytical and attention to details.
- Excellent communication skills.
- Good knowledge of bank products, process and system information.
