About the role
Responsibilities:
- Act as the subject matter expert for assigned products, processes, systems, policies and customer journeys.
- Conduct quality audits and evaluations of customer interactions across calls, email, chat, web tickets and social media using approved QA scorecards, standards and sampling models.
- Assess adherence to SOPs, work instructions, scripts, customer requirements, regulatory obligations, data-protection controls and quality standards.
- Provide real-time guidance and resolution support for complex, escalated, ambiguous or exception-based customer enquiries across supported channels.
- Support Customer Service Advisors and Team Leaders with process interpretation, case resolution and decision guidance to improve first-contact resolution and reduce repeat contacts.
- Identify quality defects, process deviations, recurring issues, knowledge gaps, data inconsistencies and operational risks, documenting findings with clear evidence and rationale.
- Conduct root-cause analysis for quality defects, complaints, escalations and recurring service issues and recommend corrective and preventive actions.
- Deliver timely, structured and actionable feedback to advisors, SMEs and operational leaders to improve quality, compliance and customer outcomes.
- Handle customer escalations and periodically manage live cases across multiple support channels to maintain hands-on operational knowledge, process expertise, and customer context.
- Support quality calibrations with Operations, Training, Quality and Leadership teams to maintain consistent interpretation and application of standards.
- Validate process deviations and non-standard scenarios within approved authority levels and escalate matters outside the defined scope.