Supervisors Transaction Monitoring /Quality Assurance - Digital Banking Group

Allied Bank Limited; Punjab; On-site; PKR 450,000 - 750,000; Full time

Job summary

Allied Bank Limited is seeking a Call Center Quality Assurance Analyst to monitor calls, ensure compliance, and safeguard the accuracy of banking transactions across on-site centers in major cities. You will evaluate calls, generate monitoring reports, and provide feedback to agents to uphold service quality.

The role requires a Bachelor’s degree and 1+ year experience, with strong analytical and communication skills, and proficiency in call monitoring software and QA tools.

Qualifications

• Bachelor’s degree from a recognized university.
• 1 year and above experience in relevant field preferred.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency with call monitoring software and QA tools.

Responsibilities

• Stay updated on policies, SOPs related to service quality within the call center.
• Evaluate calls and complete daily target of call monitoring as per defined SOP.
• Use active listening and decision-making to evaluate calls and respond promptly.
• Generate report of Transaction call monitoring and share with line management.
• Act on out-of-pattern activities to mitigate fraud risk.
• Provide constructive feedback and coaching to Contact Center agents.
• Conduct call backs to authenticate customers.
• Organize and conduct training sessions to improve banking transaction accuracy.
• Highlight errors or gaps to relevant team.
• Arrange approvals for financial transactions as required in process manual.
• Assist line manager for associated tasks.
• Maintain and update call monitoring records.
• Any other task assigned by Line Management.

Skills

Analytical skills

Communication skills

Call monitoring tools

Independent work

Multitasking

Microsoft Office

Call Center metrics

Adaptability

Education

Bachelor's degree

Tools

Quality assessment tools

Job description

Required Skill Set:

• Strong analytical and problem-solving skill.
• Excellent communication, Active listening and interpersonal skills.
• Proficient in using call monitoring software and quality assessment tools.
• Ability to work independently as well as part of a team.
• Ability to manage multiple tasks and priorities effectively.
• Presentation skills, creative thinking skills along with strong grip on Microsoft office.
• In-depth knowledge of Call Center Operations Matrixes and reports, process and procedure.
• Adaptability, Flexibility & Cultural Awareness.

Job Responsibilities:

• Stay updated on all relevant policies, procedures, and Standard Operating Procedures (SOPs) related to service quality within the call center.
• Evaluate the calls and complete daily target of call monitoring as per defined SOP.
• Utilize active listening skills and strong decision-making abilities to evaluate financial / non-financial calls effectively. Respond promptly and take precautionary actions when and where required.
• Generate report of Transaction call monitoring and share with line management.
• Instantly act on any out of pattern activities to mitigate any potential fraud risk.
• Give constrictive feedback and coaching to Contact Center agents on the basis of call evaluation.
• Conduct Call backs when and where required to authenticate customer.
• Organize and conduct one-on-one and collective training sessions to emphasize the accuracy in banking transactions.
• Ensure highlighting error / gap found in calls to relevant team.
• Arrange approvals for execution of financial transactions as required in process manual.
• Assist line manager for any associated task.
• Responsible to maintain and update call monitoring record.
• Any other task(s) assigned by Line Management.

Location:

Lahore, Islamabad, Karachi

Qualification:

Bachelor’s Degree from a recognized university.

Experience:

Preferably 1 year and above experience in relevant field.