Cards Quality Assurance Officer

The Role
As a Cards Quality Assurance Officer, you will facilitate the development and delivery of the quality assurance programs for the Customer Contact Center.
He/she contributes to the process-level training and development of qualified, experienced, and highly customer-oriented associates.
The Quality Assurance Officer works collaboratively with CCG management and other leaders to set standards and contribute to process improvement ensuring that specific objectives of the team are met, while the customer experience consistently meets and exceeds expectations.
How you'll contribute

Deliver coaching when necessary particularly where identified errors are critical or expose the bank or customer at risk
Record all audit results Update all tracking and reporting platforms
Track error trends and highlight common themes or error drivers Qualify of process, people or system-driven
Collaborate with Quality Assurance and Operations Team Lead in conducting error trend deep dives and rectification
What we're looking for
Graduate with a Bachelor's Degree in any field of study
With at least 3 years of experience as a Quality Assurance Officer
Well adept with Products, Processes, and Policies of the Business function
Knowledgeable in Quality assessment and evaluation
Experienced in call/contact center operations and quality assurance model
Good oral and written communications
Can recognize areas of opportunity and able to relay improvement solutions

The Role
As a Cards Quality Assurance Officer, you will facilitate the development and delivery of the quality assurance programs for the Customer Contact Center.
He/she contributes to the process-level training and development of qualified, experien