About the Role
RT Bank is seeking a detail-oriented and analytical Quality Specialist to join its Customer Contact Center team. The successful candidate will be responsible for monitoring, evaluating, and improving the quality of customer interactions across multiple channels, ensuring compliance with service standards, operational procedures, and regulatory requirements while supporting continuous improvement initiatives.
Key Responsibilities
- Monitor and evaluate recorded calls, digital interactions, emails, social media communications, and telesales activities using established quality standards and scorecards.
- Conduct regular quality assessments and ensure adherence to approved policies, procedures, scripts, customer verification requirements, and data protection standards.
- Assess customer service quality, including communication skills, accuracy of information, professionalism, response times, and problem resolution effectiveness.
- Identify recurring errors, quality gaps, compliance issues, and operational weaknesses, and recommend corrective actions.
- Provide constructive feedback and coaching recommendations to employees to support performance improvement.
- Collaborate with Team Leaders and Trainers to identify training needs based on quality evaluation results.
- Participate in calibration sessions to ensure consistency in quality evaluations across teams.
- Prepare daily, weekly, and monthly quality reports, including performance trends, findings, and improvement opportunities.
- Monitor the implementation of corrective and preventive actions resulting from quality reviews and audits.
- Escalate critical compliance breaches, customer-impacting errors, and significant quality concerns to management.
- Review the quality of responses provided through digital channels and ensure consistency with approved bank information and communication standards.
- Support continuous improvement initiatives aimed at enhancing customer experience and operational efficiency.
- Maintain accurate and confidential quality records, reports, and customer information in accordance with data protection requirements.
Qualifications
- Bachelor’s degree in Business Administration or a related field.
Experience
- 1-2 years of experience in Contact Centers or Customer Service.
- Experience in call quality monitoring, employee performance evaluation, and quality reporting is preferred.
Required Skills
- Call quality monitoring and evaluation.
- Auditing and quality assurance methodologies.
- Performance analysis and reporting.
- Knowledge of quality standards and compliance requirements.
- Attention to detail and error detection.
- Coaching and feedback delivery.
- Strong communication and interpersonal skills.
- Objectivity and professional judgment.
- Commitment to policies, procedures, and continuous improvement.
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