Junior Process Controller (Banking)

Senior Quality Analyst / Evaluator - Banking background

Job Description

• Concentrix Italy is looking for a strong Quality and Training experienced Analyst with a background in BFSI. This role is a fixed-term contract for 6 months 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 involves assessing quality standards, providing insights to improve program performance.
• Monitor, evaluate, and audit a sample of inbound/outbound calls and other contact methods, including chat and email.
• Meet departmental productivity requirements (e.g., number of calls monitored per month, emails evaluated) and report results to relevant stakeholders (Quality Leadership, Delivery Team, Client, Account Management, Resource Unit partners).
• Participate in calibration and call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices.
• Participate in internal quality audits to improve contact quality and recommend process improvements.
• Maintain strong program knowledge, including understanding client products, services, and strategies.
• Contribute to quality task forces with Business stakeholders and stay current on programs.
• Assist in maintaining forms and legends documents.
• Support management in reviewing key metrics and operational processes that influence Balanced Scorecards and profitability goals.

Your Experience :

• Experience in Customer Service, Quality Evaluation, and Training.
• Knowledge of the Banking customer service sector, including KWC and Anti-Money Laundering (Antiriciclaggio).
• Strong attention to detail and communication skills.
• Proficiency in Microsoft Office.
• Experience with Quality Review KPIs and training materials.
• Willing to work at the Vimercate site.

Location :

Language Requirements :

Time Type :

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