QA Analyst

Job purpose

Quality Assurance Analyst (QA) is responsible for ensuring that processes, services, and customer interactions meet established quality standards. It plays a crucial role in identifying and addressing improvement opportunities through quality checking to ensure compliance, accuracy, and efficiency. The focus of this role is to help improve the overall quality of banking services, mitigate risks, and maintain regulatory compliance.

The role contributes to enhancing customer satisfaction, getting work right the first time, and promoting a culture of continuous improvement within the program. The quality analyst is also expected to make recommendations for enhancements to training and processes as needed.

Duties and responsibilities

Listen and rate conversations held between our team members and customers against quality standards.

Analyse the observations gathered and effectively provide feedback to the team members and ...