Quality Assurance Officer

Preferably with the following knowledge and experience:

• Banking ,
• Work flow processes ,
• Call center
• Customer experience ,Excel reporting

Overall responsibility of Quality Assurance Officer would be to independently handle and drive:

Complaints handling Quality Assurance:

1. Conduct quality assurance checks on standards of complaints casework, correspondence, and handling

2. Analyze complaints to ensure Policies and Standard Operating Procedures are followed, ensure communication with customers (verbal and written) is consistent and of high quality

3. Analyze the accuracy of decision making by the complaint handling staff and rate the quality of resolution provided.

4. Accompany evaluations with meaningful and constructive feedback

MIS and Reporting:

1. Set up processes and systems to make working with data more efficient

2. Research new ways to make use of data

3. Present information generated from data to relevant stakeholders