Responsible for handling card operational activities by enhancing customer relationshipsi.e. extending support in Quality Assurance process andprocess management with adherence to Audit & Compliance laid processes and guidelines.
1 Customer Related - Handlingback end Quality team supporting operational activities servicing customer related queries.
- Monitoring customer complaints arising from Regulators and ensuring timely responses.
2 Financial –Working towards ensuring all quality checks are in place and diligently followed by QA teams ensuring Zerooperational losses.
3 Process - Driving Quality Assurance process through active mentoring, managing and coaching of Quality Analysts to drive consistent achievement of QA goals.
- Communicates and reinforces team goals, policies and initiatives in a way that helps Quality Analysts understand the importance of contribution and accountability towards the organizational goal.
- Develop dashboard / presentations for management review
- Review existing processes to ascertain need/opportunity to optimize traditional procedures being followedand support with new process/product initiatives.
4 People – Overall People governance, Back Up creations, Training for teams – Internal / External, Leave planning’setc.