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 the contact center.

Ensures customer service agents are kept abreast with the latest banking product so that a consistent message is given to customers.

Fulfill to meet the QA monthly sample size target and report to the Supervisor.

Perform other duties as assigned.

Align with the operation team for updated information and SOPs.

Support agents’ performance training with the cooperation of the Training Team.

Report immediately to the management team for a critical incident when QA auditing the calls.

Possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Studies / Administration / Management, Finance / Accountancy /Banking or equivalent.   

Knowledge of customer service principles and practices

Knowledge of call centre telephony and technology

Proficient in relevant computer applications, good data entry and typing skills (both English & Myanmar)

At least 2 year(s) of working experience in a contact center is required for this position.

Experience working as a QA Analyst in a call center is compulsory.

Banking experience is an advantage