Job Responsibilities:
- Perform validation of customers’ instruction for critical and high-risk orders such as telegraphic transfer, remittance applications; stop payment of cheque, reporting scam/unauthorized and recall of funds as some examples, by retrieving interaction recording from various systems and details from Customer Relationship Management system (CRM).
- Performs Day-2 checks on customer requests approved by Customer Service Representative (CSR) such as waiver request for credit cards and CashPlus to ensure adherence to guidelines set by business units and management.
- Review interactions (call, email, chat, social media posts, faxes) to evaluate the quality of customer service delivery in accordance with quality monitoring standards.
- Ensure interactions meet performance expectations in accordance with quality monitoring standards through regular calibrations sessions and dialogues.
- Collate, prepare and analyze statistical reports on a regular basis based on checks performed, for Contact Centre Management reviews.
- Uses quality monitoring data to track performance at the team and individual level
Job Requirements:
- A university degree holder in any discipline with a minimum 5 years of relevant experience in Quality Assurance / Quality Control and is familiar with banking and/or credit cards process, products and systems.
- Passion for service, strong customer service mindset with good communication, comprehension and excellent problem-solving skill.
- A strong customer service mindset with good communication and customer centric drive to improve customer experience.
- Possess good interpersonal skills and able to work independently and as a team.
- High level of accuracy and attention to detail.
- Proficient in Microsoft Office applications.
