Responsible for developing quality evaluation framework, approach, process and criteria regarding Operations work. Implement quality check & auditing and identify performance gaps and root causes for business unit to better manage their businesses.
Propose solution alternatives for agent coaching. Partner with BU management team to identify areas for improvement. Prepare regular audit reports and offer clear insights in work quality.
Continually evaluate and develop audit / monitoring procedures to improve efficiency and effectiveness. Perform other duties as requested by management
Communicate auditing results to internal management both written and orally, while helping the team track the effective implementation of corrective actions.
Identify continuous improvement opportunities in critical audit processes including audit planning, reporting, risk assessment and customer satisfaction.
Other ad-hoc tasks
Qualification Training and Qualifications :
Bachelor or higher degree in finance, economics, business administration or engineering
Excellent English, both written and spoken
Demonstrated ability to deliver results to the appropriate quality and timeline metrics
Technical Knowledge :
Working knowledge of quality check standards, methodology, procedures and techniques
Solid knowledge of business area
Solid knowledge about Microsoft Office applications including Excel, Word, Powerpoint Skills :
Ability to maintain required levels of confidentiality and objectivity per the audit profession
Ability to interact well with colleagues with excellent written / oral / presentation communication skills
Able to communicate audit results in a proper way and to align with stakeholders in adopting audit results
Highly developed analytical skills and attention to detail
Ability to take multi-tasks in an efficient and organized manner and be flexible to adapt to change
Ability to abstract information from multiple sources and input detailed / accurate information
Ability to work independently and in a team environment / atmosphere
Ability to drive for innovation and change
Ability to align daily work with company strategy and vision Managerial Knowledge :
High degree of personal and professional integrity, accountability and credibilityExperience :
3+ years of Quality Coach / Quality Assurance / Quality Control function
Prior experience in banking or auto finance preferred