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Job Description

  • 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

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