About the role
Join our team to drive operational excellence by integrating Generative AI (Gen AI) into call quality management. This role involves critically reviewing Gen AI-generated reports, ensuring accuracy and compliance, translating performance insights into actionable improvements, and collaborating with teams to enhance the customer experience.
BankingOnsite
Key Responsibilities
- Conduct thorough reviews of monitoring reports generated from Gen AI-powered Models to assess agent performance and identify improvement opportunities.
- Critically analyze automated QA reports generated by Gen AI, identifying trends, flagging anomalies, and reviewing calls to ensure adherence to quality standards.
- Translate insights derived from AI-generated reports into actionable improvements for call quality management.
- Collaborate with relevant teams to implement enhancements identified through report analysis, ensuring Gen AI adoption contributes to a superior customer experience.
- Proactively identify opportunities for process optimization, standardization, and automation within the call quality management framework.
- Manage student loan reporting to MOE, submit cases for write-off proposals, perform reconciliation, and handle ad-hoc queries.
Requirements
- Detail-oriented and highly motivated to join the team.
- Ability to strategically think and translate complex data into actionable improvements.
- Experience in call quality management processes.
- Familiarity with AI/Gen AI integration into operational workflows.