Quality Assurance
Quality Assurance
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Job Description
About Client:
A leading BPO Organization
Role : Quality Assurance
A. Experience and Skill
- Education: Under Graduated Degree and/or Graduate with equivalent experience in Finance/Accountancy/Economics/Statistics.
- Should have 2 Years of experience in the BFS Domain Preferably Investment or Wealth & Asset Management activities Asset set up pricing and ongoing maintenance of various asset types used in multiple accounting systems etc. as a QA role.
- Strong analytical skills and attention to detail.
- Excellent communication and interpersonal skills.
- Proficient in call monitoring software MS Excel PowerPoint and reporting tools like Power BI.
- Ability to provide constructive feedback and coaching.
- Familiarity with US Wealth Management regulations and compliance requirements
- Certification in Capital Markets / Investment Banking / Asset & Wealth Management would be an advantage.
B. Key Responsibilities
Evaluation: Monitor and evaluate to provide observations around trends to leadership team. Monitoring backoffice transactions email responses etc. to assess team member s performance ensuring compliance with regulatory requirements and client expectations.
Feedback & Coaching: Provide timely constructive and actionable feedback to the team and supervisors to help improve. Also to coach agents on Quality Procedures and Policies. (Conducting group huddles for Update Dissemination and One to One coaching and feedback session)
Reporting: Prepare and maintain accurate quality reports dashboards and presentations highlighting key quality metrics such as call quality scores trends root cause analysis and improvement opportunities.
Quality Standards Compliance: Ensure adherence to BPO and clientspecific quality standards including the development of evaluation forms checklists and scorecards aligned with industry standards such as COPC or Six Sigma methodologies. Preparing and maintaining the Quality SOPs/ QAD as in when required
Continuous Improvement: Collaborate with the Quality and Operations teams to identify gaps suggest improvements and implement quality assurance best practices that improve customer satisfaction and reduce escalations.
Training Support: Assist in the development of training programs by providing insights based on quality evaluations ensuring agents are continuously developing the necessary skills for superior customer service.
Root Cause Analysis: Conduct root cause analysis of quality issues and recommend corrective actions to address performance gaps and operational inefficiencies. Review and identify common problem areas that require focus ensuring effective RCA and CAPA to improve Accuracy scores
Knowledge Management: Ensure that agents are aware of and updated with changes in policies procedures and banking products by participating in knowledge dissemination activities and calibration sessions.
D. Work Environment:
Ability to work in night shifts to align with the extended US banking hours.
Comfortable working in a dynamic highpressure environment with a focus on customer excellence.
This job description aligns the Quality Evaluator role with the specific needs of a US banking process while focusing on quality assurance and continuous improvement to enhance customer experience.
Reporting to
Assistant Manager Quality
Remote Work :
No
Employment Type
Full Time
