The role is responsible to ensure all KBZPay Standard operation procedures are followed in sync with regulatory compliance. This role monitors operation process by conducting regular audits & system check, and by aligning with current SOPs and BRDs. Reviews processes, improve customer experience and maintain quality score.

• Monitor tickets and ensure all the steps are followed by ticket handling TSO operation team.
• While QA Checking, suggest recommendations about current process or procedure from quality and risk prospective.
• Provide the finding analysis by related details such as KYC, Branch, TSO and other.
• Audit report to management on operation process compliance and maintain Quality score.
• Propose new process amendments/documentation for smooth customer journey.
• Prioritise high, medium low risk operational risk aspects and work on mitigation.
• Conduct regular internal audit on operational processes from product/process/regulatory prospective.
• Bring technological enhancement ideas to effectively manage the service Vs Cost impact.
• Ensure that SLAs are met consistently and identify core issues when the team fails to meet SLAs.
• Cross-Department Collaboration & sharing QA Findings to related team.
• Highlight process failure reasons and plans to eliminate process gaps.
• Release process audit Quality score for each operational process and share plans to eliminate process errors. Publish regular update to management on regulatory compliance.

• Intuitive to customer’s needs
• Strong communication and interpersonal skills and the ability to build and maintain relationships
• Must understand customer relationship management (CRM)
• Ability to analyse and solve problems quickly
• Must be self-motivated, flexible and able to manage several jobs at one time

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

• Experience in Quality Assurance Job in Customer Service/ Contact Center/Operations Field is preferred

• Aptitude for fostering positive relationships

• Teamwork and leadership skills

• Customer-oriented mindset

• At least 2+yr year(s) of working experience in the related field is required for this position.

• A background in customer service or Quality, business excellence is a plus.

• Experience working in Quality Assurance Field of Operations such as Contact Center / Banking would be an added advantage.