The role involves managing call quality, client-related KPIs, and strengthening quality management frameworks to improve delivery
Job Summary
The role involves managing call quality, client-related KPIs, and strengthening quality management frameworks to improve delivery.
Candidates must have a background in credit card fraud and disputes with at least three years of international banking experience.
The position requires leading team leaders, conducting regular one-on-ones, and driving continuous improvement initiatives across operational functions.
Matching Summary
The role involves managing call quality, client-related KPIs, and strengthening quality management frameworks to improve delivery.
Skills & Requirements
Must-have
International Banking Experience
Credit Card Fraud and Disputes Background
Call Quality & Client KPIs management
Nice-to-have
Out of the box process improvement ideas
Cross-functional collaboration skills
Employee engagement and coaching
Key Requirements
Minimum 3 years International Banking Experience
8+ years contact center experience from quality background