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The role is responsible to ensure the quality, accuracy, and compliance of tickets handling by Level 2 ticket handling team escalated via Bank Branches by conducting systematic QA reviews, providing actionable feedback, identifying risks and control gaps, and ensuring adherence to SOPs and regulatory standards and supporting continuous improvement in operational performance.

• Monitor tickets handled by Level 2 TSO team via Branches and ensure all the steps are followed and handled well.
• While QA Checking, suggest recommendations about current process or procedure from quality and risk prospective.
• Provide the finding analysis and insights. Audit report to management on operation process compliance and maintain Quality score.
• Provide structured and clear feedback to ticket handling officers.
• Prioritise high, medium low risk operational risk aspects and work on mitigation.
• Recommend preventive actions and process improvements.
• Conduct regular internal audit on operational processes from product/process/regulatory prospective.
• Cross-Department Collaboration & sharing QA Findings to related team.
• Highlight process failure reasons and plans to eliminate process gaps.
• Support continuous improvement initiatives for Level 2 Ticket handling quality.

• At least 2+yr year(s) of working experience in the related field is required for this position.
• Working experience in Quality Assurance, Banking, Back-office ticket handling & Operations, customer service field.

• Strong attention to detail and analytical thinking.

• Ability to review cases against SOPs, policies, and compliance requirements

• Strong communication and interpersonal skills and stakeholder management

• Basic to intermediate proficiency in Basic Computer skill, MS Office & Microsoft Excel

• Must be self-motivated, flexible and able to manage multitasking

• Familiarity and knowledge of CRM, Ticketing system/ ticket escalation work flow

• Experience in Quality Assurance Job in Operations , Customer Service/ Banking, Contact Centre/ Field is preferred

• Aptitude for fostering positive relationships

• Teamwork and leadership skills

• Customer-oriented mindset