Quality Assurance Agent

Job Purpose

As a Quality Assurance Agent for CX at Mashreq Pakistan, your primary role is to monitor and evaluate customer interactions for both voice and non-voice to ensure adherence to regulatory standards, Customer service Standards and organizational policies. You will provide feedback to frontline staff, identify areas for improvement, and contribute to enhancing customer satisfaction and loyalty. Your role is crucial in maintaining high service standards and fostering customer

Key Result Areas

1. Quality Assurance: Conduct N number of thorough evaluations of customer interactions for both voice and non voice to ensure adherence to quality standards, accuracy, and consistency in service delivery.
2. Compliance Monitoring: Verify compliance with regulatory requirements and organizational policies in customer interactions, minimizing the risk of non-compliance.
3. Feedback and Coaching: Provide actionable feedback and coaching to frontline staff based on evaluation findings, contributing to their ongoing development and improvement.
4. Process Improvement: Identify opportunities for process enhancements and efficiency improvements based on evaluation results, aiming to optimize customer experience and satisfaction.
5. Reporting and Analysis: Analyse evaluation data to identify trends, root causes of issues, and areas for improvement, generating insights for management decision-making and strategic planning.

Knowledge, Skills and Experience

1. Banking Regulations: Understanding of relevant banking regulations, guidelines, and directives governing customer service and complaint handling processes.
2. Banking Products and Services: Familiarity with various banking products and services offered by the organization, including retail banking, corporate banking, loans, deposits, and electronic banking channels.
3. Complaint Handling Processes: Knowledge of best practices, methodologies, and frameworks for assessing and improving customer service quality, including investigation techniques and resolution strategies.
4. Legal and Compliance: Understanding of legal principles and consumer protection laws relevant to customer service and complaint resolution, including knowledge of dispute resolution mechanisms.
5. Data Analysis: Proficiency in using data analysis tools and techniques to analyze customer interactions, identify trends, and generate insights for process improvement.

Skills

1. Communication: Strong verbal and written communication skills in English and Urdu to effectively convey feedback and recommendations to frontline agents and stakeholders.
2. Problem-Solving: Excellent analytical and problem-solving skills to assess customer interactions, identify areas for improvement, and propose effective solutions.
3. Leadership and Team Management: Ability to provide guidance and support to frontline agents, fostering a culture of collaboration, accountability, and continuous improvement.
4. Customer Service: Customer-centric approach with a focus on delivering exceptional service experiences and preserving customer satisfaction.
5. Conflict Resolution: Proficiency in conflict resolution techniques to manage escalated issues and achieve mutually beneficial resolutions

Experience:

1. Industry Experience: Minimum 1 year experience working in the banking or fintech industry, in customer service or quality assurance roles.
2. Quality Assurance Experience: Proven track record of assessing and improving customer service quality through quality assurance processes.
3. Regulatory Compliance: Experience in navigating regulatory requirements and compliance frameworks relevant to customer service operations.
4. Team Collaboration: Previous experience in collaborating with cross-functional teams to drive process improvements and enhance customer satisfaction.
5. Continuous Improvement: Experience in driving continuous improvement initiatives through data analysis, innovation, and collaboration across departments.