Quality Assurance Analyst

ROLE PURPOSE: To manage the real time day-to-day quality operations of the call center ensuring optimum efficiency highlighting any potential risk that is and may affect the Service Levels provide support on enquiries from the floor and resolving the queries.

Monitor agent and support team interaction with customer within the contact center Calls Email & Chat across all campaign and channels ensuring compliance to the rules and regulations set by the bank and adherence to the quality guidelines. Highlighting to Line Managers Leaders any potential risk related to quality from the results of the monitoring When required Officer is to login and answer calls.

Ensure that agents are treated fairly. Handle potential people related issues professionally and highlighting any people related issues to the next level. Continuous engagement with the agents Providing supp...