Job Description
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.
Qualifications And Key Competencies
* Experience on phone, email and live chat support for at least 6 months required, experience as support in banking or similar industry preferred
* Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
* Excellent communication skills, both verbal and written, with the ability to interact with diverse stakeholders.
* Resourceful, able to multitask and has high attention to details
* Self-motivated and able to work independently as well as contribute to cross-functional and global teams
* Able to constructively challenge, consult and advise, whilst maintaining excellent relationships across a broad range of stakeholders.
* Flexible and has the ability to quickly adjust to frequent process and information changes
* Can work under pressure and tight deadlines
* Ability to use MS /Google suite applications (Excel, PowerPoint, Word, etc.)
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 their
managers on the quality of their performance.
The QA is also expected to be the point of contact and subject matter expert for specific campaigns
wherein you will liaise with department heads and clients to ensure quality is aligned with training and operations.
Ensure that opportunities identified are remediated and closed out in a timely manner.
Ensure that all reviews provided are cleared daily.
Ensure any incident required is raised accordingly.
Conduct root cause analysis and provide insights.