About the role
Manager responsible for validating high-risk customer instructions and ensuring quality of customer service interactions across multiple channels. Role involves reviewing recordings, conducting quality checks, analyzing performance data, and preparing management reports.
BankingOnsite
Key Responsibilities
- Perform validation of customers' instruction for critical and high-risk orders such as 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
Requirements
- Minimum 5 years of relevant experience with a Bachelor's degree.
- Demonstrated knowledge of banking/cards processes, products, and systems.
- Proven ability to make expert judgments under pressure in complex situations.
- Strong analytical skills with excellent communication and problem-solving abilities.