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Job Description
Overall responsibility of Quality Assurance Officer would be to independently handle and drive
Complaints Handling Quality Assurance
Conduct quality assurance checks on standards of complaints casework, correspondence, and handling
Analyze complaints to ensure Policies and Standard Operating Procedures are followed, ensure communication with customers (verbal and written) is consistent and of high quality
Analyze the accuracy of decision making by the complaint handling staff and rate the quality of resolution provided.
Accompany evaluations with meaningful and constructive feedback
MIS And Reporting
Set up processes and systems to make working with data more efficient
Research new ways to make use of data
Present information generated from data to relevant stakeholders
Complaints Handling Quality Assurance
Conduct quality assurance checks on standards of complaints casework, correspondence, and handling
Analyze complaints to ensure Policies and Standard Operating Procedures are followed, ensure communication with customers (verbal and written) is consistent and of high quality
Analyze the accuracy of decision making by the complaint handling staff and rate the quality of resolution provided.
Accompany evaluations with meaningful and constructive feedback
MIS And Reporting
Set up processes and systems to make working with data more efficient
Research new ways to make use of data
Present information generated from data to relevant stakeholders
Job Requirements
Candidates should preferably have knowledge and experience in banking, workflow processes, call centers, customer experience, and Excel reporting.
The role requires strong analytical skills and the ability to provide constructive feedback.
The role requires strong analytical skills and the ability to provide constructive feedback.