Job Purpose:

The role holder is responsible for quality assurance of contact center in the areas of call handling, customer service, productivity improvement, new banking products etc. In addition, the role holder has to ensure staffs are keep abreast with up to date knowledge and providing accurate information to customer. In overall, role holder has to ensure the right and consistent communication channel are used to customers.

Main Duties and Responsibilities:

• Monitors performance of contact center and to construct standard operating procedure (SOP) for maximum customer satisfaction. 
• Monitors customer service agents to ensure the customer experience is conforming to Contact Center guidelines.
• Executes quality assurance program to enhance quality service of contact center.
• Conducts call monitoring to help customer service agents to improve performance in contact center.
• Ensures customer service agents are keep abreast with latest banking product so that consistent message is given to customer.
• Fulfill to meet the QA monthly sample size target and report to Supervisor.
• Perform other duties as assigned.
• Align with operation team for updated information and SOPs.
• Support agents performance training with the cooperation of Training Team.

Requirement:

• Possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Studies / Administration / Management, Finance / Accountancy /Banking or equivalent.
• At least 2 year(s) of working experience in contact center is required for this position.
• Experience working as QA Analyst in call center is compulsory.
•  Banking experience is an advantage
• Knowledge in Microsoft Office and Customer Service related applications.