QA Executive – Senior Level

About the role

We are looking for a QA Executive (Senior Executive) to monitor and improve customer service quality across our Contact Center and Branch touchpoints. The role involves QA monitoring, agent coaching, training, and analysing customer feedback to drive service improvement initiatives.

Key responsibilities

• Conduct QA monitoring for inbound, outbound, social media, and mystery calls/assessments using approved quality parameters and service standards.
• Identify service gaps, recurring issues, and improvement areas by evaluating monitoring results.
• Provide feedback, coaching, and training to Contact Center agents based on QA findings and performance gaps.
• Coordinate with team leaders and relevant teams to follow up on performance improvement and corrective actions.
• Support the review and update of scripts, call recordings, SOPs, and quality parameters.
• Analyse customer feedback and complaint trends to pinpoint opportunities for service enhancement.
• Collaborate with Contact Center, Branches, FinTech, Operations, Product, IT, and other teams on customer experience matters.
• Assist the Contact Center Manager with QA, training, and service improvement projects, and prepare management reports and presentations.

Required profile

• Bachelor’s degree in Business Administration, Banking & Finance, Management or a related field (preferred).
• Minimum 3 years of experience in banking and/or contact centre operations.
• Good understanding of banking operations and customer service standards.
• Strong communication, coaching, analytical and problem‑solving abilities.
• Excellent reporting, coordination and follow‑up skills.
• Ability to work independently, manage multiple tasks and maintain attention to detail.

Required skills

• Proficiency in Microsoft Excel.
• Proficiency in Microsoft PowerPoint.