Quality Assurance Officer

Preferably With The Following Knowledge And ExperienceBankingWork flow processesCall centerCustomer experienceExcel reportingOverall responsibility of Quality Assurance Officer would be to independently handle and drive:Complaints Handling Quality AssuranceConduct quality assurance checks on standards of complaints casework, correspondence, and handlingAnalyze complaints to ensure Policies and Standard Operating Procedures are followed, ensure communication with customers (verbal and written) is consistent and of high qualityAnalyze the accuracy of decision making by the complaint handling staff and rate the quality of resolution provided.Accompany evaluations with meaningful and constructive feedbackMIS And ReportingSet up processes and systems to make working with data more efficientResearch new ways to make use of dataPresent information generated from data to relevant stakeholders#J-18808-Ljbffr