Role and Key Responsibilities:

• Deliver feedback confidently with clarity
• Evaluate Chats & Transactions processed by game changers.
• Provide proven ideas/methods to advisors for call improvement.
• Participate in internal/external calibrations. 
• Perform Root Cause Analysis on identified defects

Key Skills and knowledge:

• One year experience in conducting quality reviews or as a Subject Matter Expert in the specific work type.
• Passion for specific work types, including knowledge of internal and external tools; and sources of information
• Willingness to learn new processes, skills and techniques.
• 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 Chat / Voice support (Preferably Chat) 
• Experience in AML Transaction Monitoring or Fraud Investigation is a must.
• Excellent written and verbal communication skills.
• Knowledge of Banking / Financial Services / Fraud Investigation / Anti Money Laundering (AML) shall be an added advantage.

Educational qualification: Graduation