Customer Support Quality Assessment Officer

Responsibilities

• Analyze and evaluate recorded customer service calls, emails, chats, and other interactions to ensure they align with company standards
• Assess the effectiveness of communication, the accuracy of the information given, and adherence to scripts or guidelines
• Develop, implement, and refine quality scoring criteria and guidelines
• Accurately evaluate customer interactions based on established metrics
• Produce detailed reports on quality performance, emphasizing trends, strengths, and areas needing improvement
• Deliver constructive feedback to customer service agents based on audit findings
• Collaborate with team leaders and managers to provide coaching and support to agents, helping them improve their performance
• Examine audit results to pinpoint recurring issues or training deficiencies
• Suggest targeted training programs to address identified improvement areas
• Work with management to develop and implement quality improvement initiatives
• Recommend changes to processes, policies, or scripts to enhance service quality and efficiency
• Ensure that all customer interactions comply with legal and regulatory requirements, as well as company policies and procedures
• Monitor adherence to data protection and privacy standards in customer interactions
• Keep precise records of all audits, feedback sessions, and action plans
• Ensure all documentation is current and readily available for management review
• Work closely with other departments, such as Training, Operations, and Human Resources, to support quality assurance initiatives
• Participate in regular meetings to discuss audit findings and contribute to continuous improvement strategies
• Keep informed about industry trends, customer service best practices, and quality assurance methodologies
• Engage in continuous training and development programs to improve auditing skills

Requirements

• A Degree in a relevant field
• Experience and knowledge of customer support requirements particularly in the correspondent banking space
• 3 - 5 years of professional work experience, preferably in banking or a fast-paced fintech or digital banking environment
• Client Service experience or Front Office experience
• Compliance knowledge is an added advantage
• Attention to detail