Lead Associate - Quality - AML/KYC - Gurgaon

Job description

Maintaining up to date expertise on company products procedures processes and tools as well as the taxonomy of issues related to enquiries from users

Perform Quality CSAT and Feedback reviews as required by Operational needs

Assist in helping Specialist with live case management and questions about quality tools usage product and accuracy of responses

Coach and provide feedback to individual Specialists to develop their core skills and improve performance

Complete Specialist feedback sessions regarding Quality and CSAT

Create an open and honest feedback flow with Management regarding Specialists performance and recommendations

Maintain all records relating to quality CSAT accuracy and all other reviews

Collaborate with the Training function in order to flag the need for creation of training materials as required

Collaborate with the Project Specialists in order to flag the need for amendments in documented process guidelines Resolution Paths and Tier 1 Reference Center

Provide daily weekly monthly updates and reports to site management

Collaborating with the Team Manager and Specialists to identify training performance and quality opportunities

Identify and implement initiatives to increase overall customer satisfaction

Working on adhoc projects tasks deep dives as requested by Management

Any additional responsibilities as business needs dictate. Mandatory voice experience is required

Qualifications

Grade 12

Should be flexible with rotational shifts

Location - Gurgaon