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Job Description
- 100% Process audit.
- Conducting portfolio reviews within the standard turnaround time as per company parameters. Able to share TAT report for portfolio.
- Recording Audit sample for each team member, which will in improving performance and training team members accordingly.
- Collecting information and writing concise reports, including analyzing data, identifying issues/risks, and making recommendations for corrective action.
- Documenting and reporting on the quality of updates within the CRM/ Client portals.
- Client Portal - Regularly reviewing the client portal to ensure that the team has updated all cases in accordance with set standards.
- Identifying any lapses and escalating issues to the relevant department and line manager.
- Taking a proactive approach to ensure a smooth workflow and maintain client satisfaction.
- Reviewing team outbound calls and assessing the quality of calls in accordance with company standards.
- Preparing Call count report for all teams on weekly & monthly bases. Sharing the report with line manager.
- Taking call sample for evaluation & Training purpose.
- Field Visit reports - Ensure field visit done for all cases, Report and highlighting for any lapse.
- Regular review of Key client portfolio and Report for any lapse.
- Legal Debt Settlement Portfolio review and highlighting lapse as per set audit parameters.
- Cross Border Center & External partner portfolio review and highlighting lapse to Audit Manager.
Job Requirements
- Bachelors’ degree in business administration or equivalent
- Excellent command of English language both written and verbally
- 1-3 years of experience as a Quality Assurance Specialist or similar role
- Working knowledge of tools, methods and concepts of quality assurance
- Solid knowledge of relevant regulatory standards
- Good communication skills, both verbal and written
- Excellent data collection and analysis skills
- Strong attention to detail
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