Quality Assurance Specialist at Sterling Bank

Job Summary

• To maintain a high and consistent level of service quality and ensure that regardless of the representative approached or the support channel used, customers always get similarly excellent service.

Job Description

• Maintain and develop internal support and service quality standards.
• Review Customer Care agents’ conversations (calls, emails, chats, etc) and assess support interactions based on internal standards.
• Review Service delivery and interaction in branches to ensure standards are met.
• Accompany evaluations with meaningful and constructive feedback.
• Create strategies to improve support KPIs.
• Help agents improve their performance with specific instructions and constant support by mapping the need for training and onboarding programs and initiate these projects.
• Monitor customer service performance and create reports that reflect support performance.
• Create educational materials to ensure knowledge building for all service officers and carry out trainings.

Job Experience

• First Degree in any field
• 1-2 years related experience.