Roles & Responsibilities:
- Conduct regular evaluations of loan-related calls to ensure compliance with quality standards.
- Achieve quality assurance objectives by assessing calls, identifying potential risks, and reporting findings to management.
- Review a designated number of closed sales calls daily across various teams, including acquisition, customer engagement, retention, and credit.
- Evaluate additional calls from new hires to maintain consistent quality standards and provide feedback for improvement.
- Identify and report any calls with potential quality issues (e.g., misrepresentation, fraudulent activities) to management promptly.
- Prepare, track, and distribute QA-related reports to management and relevant teams regularly.
- Compile and process annual fee documents and other related paperwork efficiently.
- Monitor and update the status of QA cases from initiation to completion, providing regular updates to management.
Requirements:
- Diploma or Degree in Business, Finance, Communications, or a related field.
- Minimum of 1-2 years of experience in quality assurance, call monitoring, or a similar role within the financial services sector.
- Exceptional attention to detail with the ability to notice and address minute details in call evaluations.
- Strong analytical skills to assess call quality and identify areas for improvement.
- Excellent verbal and written communication skills for effective reporting and collaboration with teams.
- Proficient in MS Office Suite (Word, Excel, PowerPoint) and familiar with QA or call monitoring software.
- Proactive problem-solving abilities to identify issues and develop effective solutions.
- Strong organizational and time management skills to handle multiple tasks and meet deadlines.
- Ability to work collaboratively with various teams and provide constructive feedback.
- Adaptable to a fast-paced environment and capable of managing changing priorities effectively.
- Understanding of loan products and financial services is preferred.
- Experience in preparing detailed reports and presenting findings to management.
EA License No: 05C3451
EA Personnel Name: Izz Lokman
EA Personnel No: R24124828
