Assistant Manager / Senior Officer, Quality and Operation Control
Core
Ensures compliance with regulations and standards for Direct Channels Department operations, manages operation risk/compliance reporting, monitors call quality, and handles customer complaints.
Role type
Senior IC quality and operation control manager
Builds
Operation risk/compliance reports, quality assurance metrics, and customer complaint resolutions
Domain
Financial services / Banking
Deliverable
dashboards & analysis
Required skills
Operation risk/compliance reporting, Call quality monitoring, Customer complaint investigation, Staff coaching and training, Process flow compilation, Regulatory compliance, Analytical and logical thinking, People management
Preferred skills
Banking product knowledge, Telemarketing experience, English and Chinese presentation skills