Job Description
Roles & responsibilities
The QC Analyst is responsible for Providing quality checking to all the telephony logging analysts and data input/KYC analysts to ascertain whether the process and policy has correctly been applied throughout the process.
- Undertake quality control of telephony logging analysts and data input/KYC analysts throughout the whole process and monitoring calls. Feedback QC results to all teams.
- Monitoring quality control and quality assurance results on a regular basis.
- Identify individuals falling below the required benchmarks.
- Conducting Root Cause Analysis and effectively communicate the outcomes and monitor future improvements and performance.
- Conducting ad hoc and pre planned coaching support to embed development.
- Assisting team leaders in the construction and execution of quality related informal and formal development plans.
- Maintaining awareness of the reg...