Job
Hybrid · Cyprus
Core
Lead a team of CX agents and QA analysts to monitor and improve the quality and regulatory compliance of customer communications (phone, chat, email) for a MiFID-regulated entity.
Role type
Senior IC CX Supervisor (Financial Services)
Builds
CX quality assurance framework and compliant customer support processes
Domain
Financial Services / Regulatory Compliance (MiFID/CySEC)
Deliverable
dashboards & analysis
Required skills
Team leadership, QA framework design, Regulatory compliance analysis, Root-cause analysis, Stakeholder reporting, Coaching
Preferred skills
Generative AI utilization, Data analysis
Technologies
Generative AI
Responsibilities
Lead CX agents and QA analysts, Own CX quality assurance framework, Review recorded communications for compliance, Partner with Compliance/Legal/Operations, Manage escalations and report KPIs