Sustaining Excellence through Quality Leadership
2 weeks ago
We seek a highly skilled and experienced Lead Quality Assurance Expert to establish and lead our quality assurance framework for customer complaints management.
About the Role- This role ensures a consistent high-quality customer experience across all channels, derives insights from customer feedback, and champions fair customer outcomes in line with regulatory standards.
- Develop high-performing QA and Complaints teams
- Design, implement, and lead the QA framework for customer interactions across all channels – chat, voice, digital, back office
- Collaborate with stakeholders to develop QA standards, scoring models, and calibration processes
- Monitor and report on quality trends, customer experience outcomes, and process adherence
- Partner with Operations, Risk, Compliance, and product teams to embed a quality-first culture
- Oversee end-to-end complaints management process, ensuring timely, fair, and regulatory obligations and deliver customer-first outcomes
As a member of our team, you will have opportunities for growth and development, work with cutting-edge technologies, and contribute to delivering exceptional customer experiences.
Benefits:- Growth and Development Opportunities
- Cutting-Edge Technologies
- Customer-Centric Culture
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