Job Description
The Quality Analyst will be 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.
The responsibilities we will trust you with:
• Completes 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.
• Leads and / or participates in center support activities (e.g. coaching sessions, calibration sessions, focus group discussions, etc.)
• Facilitates basic Quality Training and certification for new Customer Service Officers, Quality Assurance Officers and Supervisors as needed
• Participates in scoping sessions and conducts UAT for projects as needed
• Monitors team performance, adherence to SLAs and resolves minor operational con...