Quality Analyst Customer Service - Banking Background

JR Italy; Plasencia; In loco; EUR 30.000 - 40.000; Tempo pieno

Descrizione del lavoro

A leading company is seeking a Quality Analyst Customer Service with experience in the banking sector. This fixed-term role involves evaluating customer interactions and ensuring quality standards are met. The ideal candidate will possess strong communication skills and attention to detail, contributing to service improvements.

Competenze

• Experience in Customer Service and Quality Evaluation.
• Knowledge of banking sector and Anti-Money Laundering.
• Fluent in English.

Mansioni

• Monitor and evaluate inbound/outbound calls and other contact methods.
• Report evaluation results to relevant stakeholders.
• Participate in internal quality audits.

Conoscenze

Attention to detail

Communication

Customer Service

Quality Evaluation

Training

Strumenti

Microsoft Office

Descrizione del lavoro

Quality Analyst Customer Service - Banking Background, Piacenza

Piacenza, Italy

Job Description: Senior Quality Evaluator at Concentrix, Vimercate

Concentrix Italy is seeking an experienced Quality Analyst in Quality and Training with a background in the BFSI sector. This is a fixed-term position - 6 months contract with Concentrix Italy.

Role Responsibilities:

• The Senior Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g., email, chat) to ensure accuracy and compliance with established quality standards. This role supports quality assessment outputs, providing insights to clients to help improve performance.
• Monitor, evaluate, and control a sample of inbound and/or outbound calls and other contact methods, including chat and email.
• Meet departmental productivity requirements (e.g., number of calls monitored per month, number of emails evaluated) and report evaluation results to relevant business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners).
• Participate in calibration/listening sessions with Quality staff, Delivery, and clients to ensure evaluation consistency and best practices.
• Participate in internal quality audits (e.g., periodic audits of existing processes to determine control and efficiency) aimed at improving overall contact quality and recommending changes.
• Maintain a solid knowledge base of the program; basic understanding of the client's products, services, and strategies.
• Participate in quality task forces with business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to stay updated on programs (if applicable).
• Contribute to maintaining document forms and legends.
• Assist management in reviewing key factors, metrics, and operational processes (including Training) that drive Balanced Scorecards and profitability goals.

Required Experience:

• Experience in Customer Service, Quality Evaluation, and Training.
• Knowledge of the banking customer service sector - KWC - Anti-Money Laundering.
• Fluent in English.
• Strong attention to detail and communication skills.
• Proficient in Microsoft Office.
• Experience with Quality Review KPIs - Training Material Classifications.
• Willingness to work at the Vimercate location.