Responsibilities Include:
- Leads data analysis activities, and surfaces performance insights.
- Leads, builds and supports performance business reviews for the Client Care leadership team.
- Compiles, analyzes, and provides regular quality reporting to Client Care Leadership and Quality Team.
- Manages related projects, delegates as needed, and sees them through to completion while organizing and prioritizing multiple ongoing tasks.
- Promoting accountability among all team members and ensuring the team works as a cohesive unit.
- Resource planning and allocation, salary administration, organizational adherence to information and security control guidelines, performance and developmental planning and performance evaluations for direct reports.
- Maintains and updates the Quality Standard Operating Procedures and manages Risk & Control Self-Assessments.
- Responsible for various internal and external audit and compliance activities including monitoring performance of controls, documentation, and support.
- Responsible to audit that all quality standard operating procedures are documented, updated and followed.
- Is the POC and SME for the call recording and monitoring system, supporting internal teams to leverage the tool effectively. This includes supporting the upgrades or development of new quality forms.
- Handling problems that can be mostly defined and moderately complex without much guidance.
- Leading global teams across various regions and time zones.
Qualifications:
- - Experienced (Intermediate to expert level preferred) with Credit & Debit dispute handling including intake and processing and knowledge of associated rules.
- - Minimum of six years experience in a banking customer service environment related to card issuing, merchant acquiring, or Backoffice across multiple channels (Voice, Chat, Email, or social media)
- - Minimum of four years leading teams in a people leader role across multiple regions and across multiple services.
- Minimum of three years experience in quality assurance or relevant field.
- SME level experience with a Call Recording and Quality Monitoring platform.
- Has proven experience presenting in front of larger groups of people and conveying instructions and objectives clearly.
- Proficiency with MS Outlook, Word, Excel, Power Point and Power BI or Tableau or other data visualization tools.
- Six Sigma Certified (or alike) with proven experience in a performance improvement methodology, including managing the data analysis life cycle with the ability to analyze data for trends and write critique.
- Demonstrates the ability to communicate & translate technical service processes, applications, and concepts to internal and external clients to convey the Why, What and How of the solution or service offering.
- A proven track record for making sound decisions based on available evidence, managing both short and long-term goals, and meeting/exceeding performance results.
- Minimum of six years experience in a banking customer service environment related to card issuing, merchant acquiring, or Backoffice across multiple channels (Voice, Chat, Email, or social media)
- Minimum of four years leading teams in a people leader role across multiple regions and across multiple services.
- Minimum of three years experience in quality assurance or relevant field.
- SME level experience with a Call Recording and Quality Monitoring platform.
- Has proven experience presenting in front of larger groups of people and conveying instructions and objectives clearly.
- Proficiency with MS Outlook, Word, Excel, Power Point and Power BI or Tableau or other data visualization tools.
- Six Sigma Certified (or alike) with proven experience in a performance improvement methodology, including managing the data analysis life cycle with the ability to analyze data for trends and write critique.
- Demonstrates the ability to communicate & translate technical service processes, applications, and concepts to internal and external clients to convey the Why, What and How of the solution or service offering.
- A proven track record for making sound decisions based on available evidence, managing both short and long-term goals, and meeting/exceeding performance results.
