Keeps abreast of best practices in Quality Assurance.
Provides input with regards to all training and development needs for assigned personnel.
Applies basic understanding of how own area integrates within own subject area.
Makes evaluative judgments to solve problems based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents.
Direct impact by ensuring the quality of tasks provided by self and others on the team.
Exchanges ideas and information in a concise and logical manner with tact and sensitivity to audience diversity. May act as a backup for the manager.
Appropriately assess risk when business decisions are mad
College graduate with at least 2 to 3 years of Contact Center experience in a banking or financial services environment
Minimum 2 to 3 years experience as Quality Assurance Analyst with strong track records
Handled Banking related customer service via call and email, such as deposit accounts, personal loans, and general customer service queries