Quality Assurance Advisor - Financial Services
About this role
Quality Assurance Advisor - Financial Services
You will have a positive and enthusiastic approach to Quality Assurance, providing direct feedback to all service agents, ensuring the customer experience exceeds all expectations whilst ensuring regulatory compliance. You will be responsible for monitoring and actively influencing quality performance, making sure that the quality requirements in place are fulfilled, and that goals are consistently achieved. You will also analyse advisors’ quality results and performance to optimise processes and support their development, in partnership with your manager. You will also be responsible for providing objective and constructive feedback to agents and team managers.
Job description
- Maintain and develop internal/client quality standards.
- Assess support interactions (calls, email, chat messages) based on established quality standards.
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