Experteer Overview
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In this role, you will lead quality and compliance monitoring across customer activities to align with regulatory standards and the bank's risk framework. You will guide QA practices within the team, driving continuous improvement and competency development. You will oversee themed customer journey reviews to boost contact quality and ensure timely action on feedback. This position offers the opportunity to influence risk management, regulatory alignment, and customer experience at a major European financial institution.
Compensaciones / Incentivos
• Oversee QA processes and measure performance against the Quality Monitoring framework
• Mentor QA Officers to achieve targets through Coaching and Training
• Maintain the framework to ensure regulatory compliance and competency status




• Lead customer journey review programs to enhance customer contact quality and coordinate training
• Implement and monitor processes for feedback capture and timely action
• Organize the team for efficient workflow and SLA adherence
• Identify high-risk areas and collaborate on remediation action plans
• Deliver trend reports to Operations Managers to support quality improvement
Responsabilidades
• Experience in Quality Assurance or Senior KYC Officer background
• Ability xqbhyrx to set objectives and lead teams to achieve them
• Excellent communication and interpersonal skills
• Strong analytical abilities and attention to detail
Requisitos principales
• Training programs, career plans and internal mobility
• Diversity and Inclusion Committee
• Corporate volunteering program (1 Million Hours 2 Help)
• Flexible compensation plan
• Hybrid telecommuting model (50%)
• 32 vacation days

📌 KYC - Quality Assurance Manager (Madrid)
🏢 BNP Paribas
📍 Madrid