Retail Finance - Quality Assurance, Operations

Take recording/data sampling from agents Analyse and evaluate agents' job performance based on data and recommend action Provide reports related to the quality score of all agents routinely Provide treatment for agents (coaching/observation) Regular calibration with the Quality Assurance team, trainers, and team lead Regular briefing with other stakeholders Handle ad hoc Quality Assurance-related works Carry out an investigation task if required and analyse findings