Lead Associate - Transactional Quality

The job involves completing daily quality audits as per the process requirement. As a Quality Analyst, you will be responsible for evaluating, monitoring, assessing, and improving the quality of service for Chat, Email, and Backoffice interactions. Providing feedback to agents for identified errors and conducting customer comeback analysis for errors received from clients will be part of your responsibilities. Meeting monthly sampling numbers, achieving feedback targets specified in the Quality Standard Document (QSD), and preparing team and client-related reports for quality are essential tasks. Completing Root Cause Analysis (RCA) for identified errors, ensuring adherence to ISO guidelines, and identifying improvement areas for staff to share with the management team are crucial aspects of the role. Effective communication with clients on a periodic basis, conducting calibration exercises, creating error analysis reports, attending development and quality trainings, and assisting operations in identifying training needs for underperforming staff are key components of the job. Competencies required for this position include knowledge of quality assurance practices, attention to detail, understanding of quality standards, basic banking background with knowledge of Fraud & Dispute, strong analytical and problem-solving skills, and excellent verbal and written communication skills in English. The job requires any Bachelor's degree qualification.,