Quality Assurance Team Leader

Job Summary: Supervise the quality monitoring team to ensure compliance with quality standards in all customer calls and interactions, and improve the quality of services provided in accordance with the bank’s policies.Job Responsibilities: Monitor and evaluate employees’ performance in calls and various interactions. Prepare periodic reports on service quality and individual and team performance, and submit them to the direct supervisor. Analyze calls to identify strengths and weaknesses and develop improvement plans for the team. Participate in developing quality standards, policies, and procedures. Provide continuous feedback to employees to enhance performance and improve service quality. Supervise the training of new employees and conduct workshops to strengthen quality-related skills. Monitor the call recording system and the CRM system to ensure data accuracy and proper procedures. Perform any other tasks assigned by the direct manager / department head.Perform any other duties that may be assigned. Qualifications:Bachelor’s in Commerce, Economics, Finance, or equivalent. Minimum of 3 years of experience in call centers or customer service.