Leading Service Quality Assurance Specialist

We are seeking an experienced and proactive Leading Service Quality Assurance Specialist to drive the establishment, implementation, and continuous enhancement of the Company’s service quality assurance and complaint-management frameworks, methodologies, and reporting processes.

Job Responsibilities

• Quality Monitoring & Assessment: Conduct regular quality monitoring across Branches and the Contact Center.
• Standards & Methodology: Develop and maintain QA scorecards/checklists, lead regular calibration sessions, and contribute to drafting service standards and customer interaction scripts.
• Consumer Protection Compliance: Ensure all customer interactions adhere to CBA consumer-protection regulations and internal policies, escalating any non-compliance or misconduct promptly.
• End-to-End Complaint Management: Receive, investigate, and resolve customer complaints through all channels within established CBA and internal timelines, ensuring accurate and timely official responses.
• Mediator & Regulatory Relations: Act as the key contact for the Financial System Mediator’s Office, preparing company positions, representing the Company in disputes, and handling CBA inquiries regarding consumer protection.
• Root-Cause Analysis & Continuous Improvement: Analyze customer feedback (NPS/CSAT) and complaint trends to identify root causes, recommend corrective actions, provide constructive feedback to teams, and identify training needs.
• Reporting & Documentation: Prepare periodic quality and complaint analysis reports for Management and the CBA, maintaining secure QA records in line with data privacy standards.

Required Qualifications

• Education: Higher education in Economics, Finance, Business, or related fields.
• Experience: Background in Quality Assurance (QA), complaint handling, or Contact Center supervision (financial sector experience preferred). Proven experience in analyzing calls/complaints and process development is an advantage.
• Knowledge: Sound understanding of credit products, services, and collection processes. Knowledge of CBA consumer-protection regulations is a plus.
• Technical Skills: Proficiency in MS Office (especially Excel); experience with CRM and Contact Center / call-recording systems.
• Soft Skills: Strong analytical skills, attention to detail, and effective communication/negotiation abilities.
• Languages: English communication skills is a plus.

Company Benefits

• Competitive salary
• Annual bonuses (subject to company performance)
• Paid day-offs
• Health insurance
• Rewards on the occasions of marriage and birth of children
• Trainings