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In this role you will safeguard quality and regulatory compliance across customer interactions, driving the QA program within a risk- and conduct-focused framework. You will work with cross-functional teams to maintain and improve the quality monitoring framework and lead initiatives that raise customer contact quality. You will identify high-risk areas, coordinate training, and deliver actionable insights to managers to support ongoing quality improvements. This is a chance to shape QA processes in a major international bank and contribute to a strong control culture.
Compensaciones / Beneficios
• Oversee QA processes and measure performance against the Quality Monitoring framework
• Maintain and update the framework to ensure regulatory compliance and provide support to the team
• Lead a themed customer journey review program to improve customer contact quality and coordinate training interventions
• Capture and action feedback through processes with timely follow-up and updates
• Identify high-risk areas and collaborate on action plans to mitigate them
• Deliver trend reports and feedback to QA Manager and Operations Managers for quality improvement
Responsabilidades
• Experience in Quality Assurance or Senior KYC Officer roles xqbhyrx
• Ability 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 initiatives
• corporate volunteering (1 Million Hours 2 Help)
• versátil compensation plan
• hybrid telecommuting model (50%)