Role and  Key Responsibilities

• Leverage in-depth knowledge of banking and financial services to provide accurate and timely guidance to contact center agents
• Stay up-to-date with industry trends, regulatory changes, and new technologies impacting banking and financial services
• Act as the primary point of contact for agents requiring assistance with complex issues or inquiries
• Provide clear and detailed explanations to help resolve customer queries effectively
• Conduct training sessions and create training materials to enhance the knowledge and skills of new and existing contact center agents
• Evaluate training effectiveness and recommend improvements to ensure high-quality customer service
• Identify areas for process improvement to enhance the efficiency and effectiveness of contact center operations
• Collaborate with team leads and managers to implement process changes and monitor their impact
• Participate in quality assurance activities, including call monitoring and feedback
  sessions, to ensure service standards are met
• Develop and maintain quality assurance guidelines and procedures
• Maintain detailed and accurate documentation of processes, procedures, and knowledge
  base articles
• Prepare reports on common issues, training effectiveness, and overall agent performance
• Work closely with other departments, such as Compliance, Risk, and Product
• Management, to ensure alignment and adherence to policies and procedures.
• Provide feedback and insights to product teams for service improvements and customer satisfaction enhancement.
• Assist with managing high-priority or escalated customer issues to ensure swift and satisfactory resolution.
• Analyse customer feedback to identify trends, improve processes, and enhance service offerings.
• Participate in or lead projects aimed at improving service delivery, technology enhancements, or customer experience initiatives.
• Provide subject matter expertise during the development and roll-out of new products, services, or processes.

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