KYC Quality Analyst - ShopeePay

Shopee; Kuala Lumpur; On-site; MYR 48,000 - 60,000; Full time

Job summary

A leading company in the financial services sector is seeking a Quality Assurance Specialist to enhance customer service performance. The role involves conducting quality checks, preparing reports, and collaborating on process improvements. Ideal candidates will have a Bachelor's degree and experience in quality assurance, particularly within KYC frameworks.

Qualifications

• Experience in conducting quality assurance reviews or audits in financial services.
• Knowledge of KYC frameworks and systems.

Responsibilities

• Conduct weekly quality checks on customer service agents' performance.
• Prepare reports documenting findings from quality assurance reviews.
• Collaborate with teams to identify process inefficiencies.

Skills

Analytical Skills

Communication

Detail-oriented

Education

Bachelor's degree

Job description

Job Description

• Quality Assurance Reviews: Conduct weekly quality checks on customer service agents' performance and perform coaching to agents based on quality assessment results.
• Reporting and Documentation: Prepare clear and concise reports documenting findings from quality assurance reviews activities. Communicate these findings to relevant stakeholders and provide recommendations for remedial actions.
• Process Improvement: Collaborate with the customer service teams to identify process inefficiencies and propose enhancements to streamline processes.
• Training and Education: Assist in developing and delivering KYC training programs to employees across the organization to raise awareness and understanding of KYC and customer’s KYC experience.
  
  

Requirements

• Bachelor's degree in any related field (or equivalent work experience).
• Knowledge of KYC frameworks and systems
• Experience in conducting quality assurance reviews or audits within the financial services industry.
• Excellent analytical skills with the ability to identify patterns, trends, and anomalies in data.
• Detail-oriented with exceptional documentation and report-writing skills.
• Strong communication and interpersonal skills to effectively collaborate with stakeholders at all levels.
• Ability to work independently and prioritize tasks to meet deadlines