Conduct daily monitoring and take the necessary action to maintain service standards to customers while maintaining compliance levels to the procedure.
Monitor agent performance in reviewing candidates customers to ensure agents follow suit applicable work standards and procedures.
Receiving escalation of questions/complaints/cases from agents to confirm the problem handled according to established procedures.
Develop, prepare, and foster agents to maintain performance and productivity.
Monitor the entire quality assurance process according to established procedures, bank policies, and regulatory requirements through various sampling methods.
Review and propose methods of sampling and analysis.
Requirements
Minimum Bachelor's Degree in any major
Around 3 years of experience in related fields.
Strong leadership and communication skills.
Able to operate Microsoft Office.
Able to recognize risks and make decisions based on existing data or guidelines.
Preferred to have level 1 Risk Management Certification.
