Quality Assurance and Control Analyst

As a Quality Assurance and Control Analyst, you’ll play a critical role in ensuring service excellence and compliance within the organization. You will be reporting to the QA Lead you are responsible for developing, directing, and coordinating a comprehensive QA&C program. In this role, you’ll ensure that all processes meet established standards and align with the bank’s policies and procedures.

Responsibilities

• Conduct both manual and automated customer interaction audits and prepare comprehensive quality performance reports.
• Represent the team in quality calibrations.
• Identify process gaps and recommend improvements.
• Conduct coaching sessions on quality issues.
• Monitor interactions and evaluate compliance.
• Analyze audit findings, track trends, and implement corrective actions.
• Ensure compliance with regulatory and quality requirements.
• Document and resolve process defects.
• Co...