Job Description

• Performs regular QA evaluation of Customer Service Ops agents’ customer handling completed via Call, Live Chat, Email, Webform and Social Media
• Performs regular scrubbing or tagging of Bad CSAT cases.
• Participates or leads calibration or alignment session with the Quality Team, CS Ops Team Leads, Training Team and other Operations Support.
• Champions process excellence by being proactive in raising issues and gaps for process alignment.
• Consolidates QA evaluations for reports and analyses.
• Checks and assess the validity of CS Ops disputes on QA evaluations.
• Performs QA evaluation on cases completed by New Hires who are on Nesting phase of Process and Product Training.

Requirements

• Bachelor’s degree in Business Administration, Banking, Finance, or a related field.
• At least 3 years of experience in Quality Assurance within Customer Service operations....