Quality Assurance Officer

Job Mandate

Primarily responsible for monitoring call, email, and social media interactions made by Customer Service Officers and performs the role of key implementers of all quality initiatives of the Customer Contact Center. Acts as subject matter expert and liaises with operations management and other units within the center, ensuring areas of improvement are identified and addressed to support operational efficiency and improve customer experience.

KEY RESPONSIBILITIES

▪ Complete the required number of quality evaluations on a daily basis, monitoring adherence to standards, policies and procedures in the handling of customer inquiries, requests and problems across all bank's products and services.

· Identify errors or deviation from established standards, policy and procedures and flag errors that require action within 24 hours of evaluations for immediate action of Operations; recommend appropriate actions for identified erro...