Roles & responsibilities
The QC Analyst is responsible for Providing quality checking to all the telephony logging analysts and data input/KYC analysts to ascertain whether the process and policy has correctly been applied throughout the process.
- Undertake quality control of telephony logging analysts and data input/KYC analysts throughout the whole process and monitoring calls. Feedback QC results to all teams.
- Monitoring quality control and quality assurance results on a regular basis.
- Identify individuals falling below the required benchmarks.
- Conducting Root Cause Analysis and effectively communicate the outcomes and monitor future improvements and performance.
- Conducting ad hoc and pre planned coaching support to embed development.
- Assisting team leaders in the construction and execution of quality related informal and formal development plans.
- Maintaining awareness of the regulatory landscape and use this awareness to flag issues of importance to the department.
- Reviewing and constructively challenging the department's internal processes to drive continuous improvement.
- Ensure team compliance to operational procedures.
- Ensure all legislative regulatory requirements are adhered to through compliance with the complaints handling policy, training, competency scheme and business standards.
Required Skills & Qualification
- Understanding of AML/ KYC rules and compliance requirements is preferred, 0-1 years experience.
- Ability to interpret data/reporting.
- Ability to make considered decisions using point of sale documentation, and call records.
- Ability to provide feedback in a concise, accurate, constructive and timely manner.
- Ability to work successfully in a target driven environment.
- Proven experience of working in a role where attention to detail was critical.
- Experience of working in an operational environment.
- Experience of working in a financial environment
