Senior Quality Assurance Specialist

JOB PURPOSE

Evaluate and monitor the quality of calls, chat, and Transaction audit for contact Centre staff while providing feedback and coaching for improvement.

JOB ACCOUNTABILITIES

• Responsible for call monitoring, coaching, and feedback to Contact Centre Agents to ensure adherence to the defined customer experience standards
• Monitor adherence to mandatory scripts, disclosures, and process steps, highlighting any compliance risks and ensuring corrective actions are communicated and tracked.
• Maintain accurate records of monitored interactions in designated QA trackers/folders and ensure supporting evidence is available for audit/review.
• Conduct transaction audits by listening to calls or report checking for calls, chat, etc.
• Evaluate overall interaction quality and identify improvement opportunities, providing recommendations to enhance service standards and consistency.
• Lead or facilitate calibration sessions and quality discussions in the absence of the QA Manager to maintain scoring alignment
• Support onboarding/OJT quality assessments (e.g., mock chats/call evaluations) and communicate outcomes to stakeholders as required.
• Conduct structured coaching sessions and document coaching points, ensuring communication is shared with relevant stakeholders as per QA process
• Provide daily/weekly MIS of call monitoring, coaching and feedback.
• Demonstrate flexibility by undertaking any additional QA duties or adhoc assignments as required to meet evolving business requirements.
• Review and validate QA evaluations and MIS outputs to ensure accuracy, consistency, and adherence to defined quality standards.
• Act as a deputy to the QA Manager, supporting day-to-day operations and providing guidance to QA team members as required.
• Contribute to process improvements and QA framework enhancements, including updates to scorecards, trackers, and monitoring methodologies.

QUALIFICATIONS

• 5 years’ experience in banking/ customer service
• Bachelor’s Degree or equivalent qualification
• Analytical and attention to details.
• Excellent communication skills.
• Good knowledge of bank products, process and system information.