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Quality Assurance Officer
- To be advised
- Permanent, Full Time
- Closing in 13 days
- Standard Bank Isle of Man
Apply via - https://smrtr.io/zXxkS
NOTE: This role does not offer Relocation or Sponsorship. Applicants must be eligible to work in Isle of Man.
To provide a quality assurance function for Affluent Express and its value chain to monitor and evaluate the quality of customer interactions in alignment with the relevant standards and frameworks. To analyse trends/patterns, conduct root cause analysis and provide mentoring on areas of concern and prepare recommendations for improvements.
Conduct calibration sessions by verifying that Bankers are providing up-to-date information, follow current processes, call scripts and communicate effectively to clients in order to standardise the quality of calls and other forms of communication.
Enhance understanding of all appropriate regulations and processes by interacting with compliance team to ensure QA processes are aligned with relevant rules and regulations.
Perform quality assurance checks on an agreed sample size of calls logged to monitor whether the quality of the service provided is in line with the agreed minimum standards.
Provide weekly and monthly feedback to the Manager, Affluent Express
Implement quality assurance measures aligned to client expectations. Incorporate the relevant aspects into checklists to prevent reoccurrence as identified through audits.
