- 100% Process audit.
- Conducting portfolio reviews within the standard turnaround time as per company parameters. Able to share TAT report for portfolio.
- Recording Audit sample for each team member, which will in improving performance and training team members accordingly.
- Collecting information and writing concise reports, including analyzing data, identifying issues/risks, and making recommendations for corrective action.
- Documenting and reporting on the quality of updates within the CRM/ Client portals.
- Client Portal - Regularly reviewing the client portal to ensure that the team has updated all cases in accordance with set standards.
- Identifying any lapses and escalating issues to the relevant department and line manager.
- Taking a proactive approach to ensure a smooth workflow and maintain client satisfaction.
- Reviewing team outbound calls and assessing the quality of calls in accordance with company standards.
- Preparing Call count report for all teams on weekly & monthly bases. Sharing the report with line manager.
- Taking call sample for evaluation & Training purpose.
- Field Visit reports - Ensure field visit done for all cases, Report and highlighting for any lapse.
- Regular review of Key client portfolio and Report for any lapse.
- Legal Debt Settlement Portfolio review and highlighting lapse as per set audit parameters.
- Cross Border Center & External partner portfolio review and highlighting lapse to Audit Manager.
Bachelors’ degree in business administration or equivalentExcellent command of English language both written and verbally2-6 years of experience as a Quality Assurance Specialist or similar roleWorking knowledge of tools, methods and concepts of quality assuranceSolid knowledge of relevant regulatory standardsGood communication skills, both verbal and writtenExcellent data collection and analysis skillsStrong attention to detail