Posted Aug 24, 2021 9 views
Company Background
- ACE Money Transfer, a UK based Multinational & is providing Money Transfer Services to its customers from all across the UK & Europe in 100 countries around the Globe.
- We have a diverse customer base of more than 1 million.
- Our head office is located in Manchester, UK, and has a Liaison Office in Kharian, Pakistan.
- We have 15 dedicated departments working in our Liaison office.
- We are looking for 'Call Quality Assurance officer' to be part of our dynamic team of Call Quality Assurance team based in Kharian.
Proficient with Microsoft or Google Suite
Fluency in English Language (Listening, Writing, Reading and Speaking)
Candidate having call center experience would be given preference.
- Highly adaptable to an ever-changing environment
- Ability to work with different personalities, learning styles, objectives, and strengths to motivate and drive the best solutions
- Collaborative, non-confrontational, well-thought written and verbal communication style that promotes growth
- Positive attitude in and out of the workplace
- Strong focus on the “why” and the “how”
- Total ownership in everything you do
- Build and maintain interpersonal relationships
- Prioritize multiple responsibilities to meet deadlines
- Strong attention to detail
- Proven track record of meeting and exceeding expectations
- Self-starter with ability to thrive with minimal supervision
- Knowledge of compliance risks related to a financial industry and a call center
- Experience building and growing a QA group a plus
Job Post Description
Position Summary
- The primary purpose of job is to monitor and analyze the calls/chats of all company staff to ensure the performance standard and customer interactions are up to mark.
- CQA Officer also identify any training or coaching need for staff based on monitoring of their call/chat logs. Integrity
- Officers must be honest and straightforward in all their activities.
- This further implies that they shall not, knowingly be associated with any activity or other information where it either contains a false or misleading statement or contains statements of information furnished recklessly or any information that is required, is omitted on purpose.
Confidentiality
- Officers will not only keep information confidential or a secret, but also take all reasonable steps to preserve confidentiality.
- All information obtained or generated by the CQA Department is assumed confidential and should not be disclosed to anyone other than the stakeholders as per SOPs General Purpose
- Responsible for ensuring a product or service meets the established standards of quality including reliability, usability and performance.
Job Responsibilities :
- Devise sampling procedures and directions for recording and reporting quality data (Internal/External)
- Sharing calls and chats based on duration of listening to properly manage workload
- Maintain calls and chats logs to report daily working
- Monitor calls/chats critically to highlight the variances in services
- Based on the call/chat analysis highlight the problem calls and chats
- Creating daily calls/chat report to highlight the problem calls
- Ensure staff voice quality and product knowledge is up to mark
Job Details
Aftab Currency Exchange Ltd
Aftab Currency Exchange Ltd. is a UK incorporated Company that is part of the well-established Aftab group companies and has been operating in the North West of England since 2002. Our head office was the starting point of the UK success story when we commenced business with retail clients and two business associates we now have our London branch in South West London and have over the past 9 years expanded our coverage through the use of agents across the UK and now boosts a network of more than 280 business associates and agents using the Aftab Currency Exchange name which we have worked hard to maintain our credibility and trusts within the Pakistani community.
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