Analista De Calidad/ Quality Analyst Ingles English Bilingue Bilingual
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Analista De Calidad/ Quality Analyst Ingles English Bilingue Bilingual

Descripción de la oferta

Scotiabank is seeking for two Quality Analyst. If you have experience in the banking field it is definitely a plus. If interested you may apply or send resume to Stephanie.hinestrosaATscotiabankDOTcom.
? Monitors the quality of collections calls on various skills/queues to ensure a consistent approach to customer engagement across the operation.
? Applies defined QA procedures for all new initiatives and processes
? Provides robust and comprehensive feedback for each call assessed to be delivered to the collector by team leaders
? Undertakes assurance and calibration of QA assessments done both by the QA team and team leaders
? Work closely with Management/Team Leaders to design and ratify quality standards and targets, to achieve a consistent and high quality customer experience that is in accordance with internal/external regulatory and compliance policies.
? Works closely with Management/Team Leaders to ensure that internal monitoring is closely linked with external customer satisfaction. Actively use feedback provided in external monitoring to make quality improvements and to adjust internal monitoring standards where necessary.
? Maintains awareness of best practices and trends with regards to the Collections environment as they relate to monitoring; including the Conversation Road Map, knowledge of Loss Mitigation Tools, compliance and training opportunities.
? Works within the operation making and taking calls for a specific time period per month to provide first hand feedback and recommendations on model application.
? Rotates with Team Leaders to prevent collector bad habits being missed through familiarity.
? Perform other related duties as assigned.


Bachillerato o equivalente


1 año de experiencia

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