Role and key responsibilities:

• Evaluate Transactions/call/chats as per Training & Competency Scheme / Client approved sampling methodology
• Ensure adherence to quality norms as per client specifications; Ensure that internal policies, procedures and compliance regulations are being followed
• Ensure that associates perform efficiently and effectively within their assigned areas, with pre - determined performance standards
• Identify improvement opportunities, develop and drive appropriate action plans for quality enhancement.
• Partner with Operations and streamline / enhance metrics
• Reduce the learning curve and help enhance the product/process knowledge of new team members
• Client Coordination - Handling Client Escalations, calibration calls, reports etc.
• Communicate to heighten awareness and focus on importance of improving the overall customer experience
• Performance management & Bottom Quartile Improvement
• Conduct calibration with the internal & external customers
• Prepare TNI & conduct refreshers on top themes
• Generate quality reports, update records for MIS
• Generating huddle packs & Conduct Refreshers based on the Themes & Trends Identified
• Analyze the data of the team aligned and make dashboards. Make recommendations and drive improvement
• Support the Company's pursuit of high-quality service to internal and external customers and enhance overall customer experience
• Ensure that internal policies, procedures and compliance regulations are being followed
• Identify operational / training issues and help team members in fixing these gaps.

Key Skills and knowledge:

• Good analytical, logical reasoning & numerical ability
• Strong Process/Product Knowledge 
• Training, Coaching & Mentoring skills
• Eye For Detail - Ability to identify/dissolve potential failure modes
• Excellent interpersonal and communication skills required as the job involves extensive interaction and feedback
• Excellent Data Interpretation/Presentation Skills
• Good Written and Verbal Communication Skills
• Customer Orientation & customer first belief
• Good People management skills
• Process orientation & structured thinking
• Basic knowledge of Quality Tools
• Proficient in MS Excel and PowerPoint.

Domain-specific Knowledge and Skills: Fraud

• Good understanding of how the following situations are to be audited and nuances to look out for with these situations: 
• Customers reporting or querying suspicious transactions
• Confirmation of genuine or fraudulent activity
• Blocking or cancelling cards and account access
• Account takeovers or identity fraud
• Outbound validation of flagged transactions
• Customer education on fraud risks or actions taken

Educational Qualification: Graduate / post-graduate