Related skills
auditing compliance quality assurance customer service coaching📋 Description
- Monitor and evaluate agents' interactions (calls, emails, chats) against standards.
- Develop and apply quality scoring criteria; generate reports on trends and improvements.
- Provide feedback and coaching; identify training needs; collaborate with Training and HR.
- Analyze audit results to identify recurring issues and training deficiencies.
- Ensure adherence to regulations, privacy rules, and company policies.
- Maintain records of audits and action plans; participate in continuous improvement.
🎯 Requirements
- Degree in a relevant field
- Experience in customer support in the correspondent banking space
- 3-5 years in banking, fintech, or digital banking
- Client service or front office experience
- Compliance knowledge is an added advantage
- Attention to detail
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