Senior Quality Analyst/Evaluator - Banking Background

Buscojobs; Lombardia; In loco; EUR 30.000 - 45.000; Tempo pieno

Descrizione del lavoro

A leading company is seeking a Senior Quality Analyst / Evaluator with a banking background for a 6-month contract in Vimercate. The analyst will be responsible for evaluating customer interactions and ensuring adherence to quality standards while providing insights for program improvements. Candidates should have experience in customer service and quality evaluation along with strong communication skills.

Competenze

• Experience in Customer Service and Quality Evaluation required.
• Knowledge of Banking sector is key.
• Willingness to work on-site in Vimercate.

Mansioni

• Monitor and evaluate inbound/outbound calls and other customer contact methods.
• Participate in calibration sessions and quality audits.
• Assist in maintaining program knowledge and performance metrics.

Conoscenze

Customer Service

Quality Evaluation

Attention to Detail

Communication Skills

Strumenti

Microsoft Office

Descrizione del lavoro

Senior Quality Analyst / Evaluator - Banking background

Senior Quality Analyst / Evaluator - Banking background

3 days ago Be among the first 25 applicants

Job Title

Senior Quality Analyst / Evaluator - Banking background

Apply Now

Job Title

Senior Quality Analyst / Evaluator - Banking background

Job Description

• Concentrix Italy is looking for a strong Quality and Training experienced Analyst with a background in the BFSI, This role is a fixed term role - 6months contract with Concentrix Italy - Vimercate
• The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and / or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
• Monitors, evaluates and / or audits a sampling 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, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
• Participate in calibration sessions / call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
• Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintain strong program knowledge base; basic understanding of client products, services and / or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Your Experience

• Experience in Customer Service, Quality Evaluation, and Training
• Knowledge of the Banking customer service world - KWC - Antiriciclaggio
• Strong attention to detail and communication skills
• Proficient in Microsoft Office
• Experience with Quality Review KPI- Training class materials
• Willing to work in Vimercate site

Location :

Language Requirements

Time Type :

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

Apply Now

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Contract

Job function

Job function

Quality Assurance

IT Services and IT Consulting

Referrals increase your chances of interviewing at Concentrix Limited Company by 2x

Get notified about new Senior Quality Analyst jobs in Vimercate, Lombardy, Italy .

Quality Analyst Customer Service - Banking

Tax Consultant - Software Quality Assurance Analyst (m / f / d)

Senior Quality Analyst / Evaluator - Banking background

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

J-18808-Ljbffr

Senior Quality • Vimercate, Lombardia, Italia