Proactively identifying trends, producing root cause analysis and providing solutions to ensure training is effective.
Implement and oversee robust internal QA monitoring and efficient performance management systems.
Conduct regular reviews to track QA performance and ensure continuous improvement.
Collaborate with cross-functional teams to enhance quality output and effectiveness.
Create a learning environment across the organization, identifying training needs and developing process improvement plans.
Partner with clients to implement and evaluate QA frameworks and programs.
Utilize quality-supporting tools and strategic methodologies to differentiate the business and enhance competitiveness.
Create Training Need Analysis based on the observations shared by the QAs.
Conduct RCA \ 5 Y analysis \ Pareto analysis on monthly audit data and publish the findings.
Educational/Professional Qualifications
Graduation is must
Two or more years of experience in Banking process -Quality Assurance
Two or more years of experience in Voice, chat & emails channels.
Required Skills
Business Foresight: Ability to strategize and demonstrate deep business insight to identify and develop strategic opportunities.
Influencing: Skill in effectively influencing stakeholders.
Transformation Management: Ability to lead and manage transformations in a dynamic environment.
Partnership Building: Foster strong partnerships with internal and external stakeholders.
Decision-Making and Problem-Solving: Strong analytical and problem-solving skills.
Communication and Presentation: Excellent verbal and written communication skills.
Planning and Execution: Ability to plan and execute initiatives effectively.
Interpersonal Skills: Strong ability to build relationships and work within teams.
Customer Focus: Manage critical customer metrics and drive process improvements.
Self-Driven and Assertive: Motivated to achieve goals independently and confidently.
