Role and Key Responsibilities:

• Drive continuous improvement for TQ and Delivery.
• Manage Call Quality & Client related KPI's.
• Evaluate effectiveness of TQ interventions .
• Strengthen Training & Quality management processes / framework to improve quality of delivery.
• Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet the client's expectations.
• Drive Process control & Compliance in addition to managing the Audit requirements.
• Ensure knowledge consistency through calibration, quizzes, D-Sat scrubbing etc.
• Interact and streamline channels of communication with other Functions and Clients.
• Provide quality floor support, feedback, refresher and corrective training 
• Support cross process / location teams.
• Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted.

Key Skills and knowledge:

• Strong presentation and facilitation skills
• Strong attention to detail
• Time management and organizational skills
• Communication and interpersonal skills; ability to work across departments and levels and drive common goals / objectives
• Must be from an International Banking background – worked for US / UK / EMEA markets
• Must have worked in a Chat / Voice support (Preferably Chat) process
• Ability to deliver feedback confidently with clarity 
• Passion for specific worktype, including knowledge of internal and external tools; and sources of information 
• Ability to deliver feedback confidently with clarity
• Strong problem-solving skill and experience in conducting investigations 
• Eye for detail
• Hands-on experience in conducting KYC processes, customer due diligence, or anti-money laundering (AML) investigations for similarly regulated entities such as international banks and other financial institutions