Quality Analyst, CBS - Quality (RTC/ S2S) MY
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Summary
Reviews and scores sales calls for adherence to scripts and standards to improve customer experience in a banking contact center.
Job Purpose
The objective of this job is to:
- Ensure conformance of sales calls to standards or requirements.
- Support the drive of better Customer Experience.
Key Responsibilities
Calls Monitoring
- Conduct quality monitoring of sales calls as scheduled.
- Validate the sales calls in accordance to scripts and check lists to ensure adherence.
- Update and complete the scoring sheets and all report templates accordingly.
Calls Calibration
- Participate in Call Calibration of quality monitoring standards with all team leaders and agents.
- Share gaps observations and results.
- Provide feedback and suggestions on improvement opportunities.
Complaints/Disputes Validation
- Support the investigation of complaints/disputes that are raised both internally or externally.
Reporting & Administration
- Prepare and submit Scoring Sheets and all relevant Reporting Templates on timely manner.
- Prepare ad-hoc reports as and when required by management.
Other Tasks
Your Manager may require you to perform additional tasks as and when required.
Job Specification
Relevant Work Experience
Individuals with previous experience in any of the following field:
- Contact Centre Operations
- Banking or Credit Card Operations/Processes
- Quality Monitoring