Customer Support Quality Assessment Officer

Job title : Customer Support Quality Assessment Officer

Job Purpose

• The Quality Assurance Auditor in Customer Support is tasked with overseeing and assessing customer interactions to ensure compliance with company standards, policies, and procedures. This position is vital in upholding and enhancing service quality by pinpointing areas for improvement, offering feedback, and collaborating with the customer service team and product team to elevate the overall customer experience.

Responsibilities

• Monitor and Evaluate Agents' Interactions
• Analyze and evaluate recorded customer service calls, emails, chats, and other interactions to ensure they align with company standards. * Assess the effectiveness of communication, the accuracy of the information given, and adherence to scripts or guidelines.
• Quality Scoring and Reporting *Develop, implement, and refine quality scoring criteria and guidelines. * Accurately evaluate customer interactions based on established metrics. * Produce detailed reports on quality performance, emphasizing trends, strengths, and areas needing improvement.
• Provide Feedback, Identify Training Needs and Coaching *Deliver constructive feedback to customer service agents based on audit findings. *Collaborate with team leaders and managers to provide coaching and support to agents, helping them improve their performance. 4. Examine audit results to pinpoint recurring issues or training deficiencies: * Suggest targeted training programs to address identified improvement areas. 5. Process Enhancement: * Work with management to develop and implement quality improvement initiatives. * Recommend changes to processes, policies, or scripts to enhance service quality and efficiency. 6. Maintain Compliance/Ensure Adherence: * Ensure that all customer interactions comply with legal and regulatory requirements, as well as company policies and procedures. * Monitor adherence to data protection and privacy standards in customer interactions. 7. Documentation and Record-Keeping: * Keep precise records of all audits, feedback sessions, and action plans. * Ensure all documentation is current and readily available for management review. 8. Collaboration: * Work closely with other departments, such as Training, Operations, and Human Resources, to support quality assurance initiatives. * Participate in regular meetings to discuss audit findings and contribute to continuous improvement strategies. 9. Continuous Learning and Development: * Keep informed about industry trends, customer service best practices, and quality assurance methodologies. * Engage in continuous training and development programs to improve auditing skills.

Requirements

• A Degree in a relevant field
• Experience and knowledge of customer support requirements particularly in the correspondent banking space.
• 3 - 5 years of professional work experience, preferably in banking or a fast-paced fintech or digital banking environment.
• Client Service experience or Front Office experience
• Compliance knowledge is an added advantage
• Attention to detail