Channel Quality Assurance Associate

hace 2 semanas


San Juan, San Juan, Puerto Rico Oriental A tiempo completo

Channel Quality Assurance Associate

The Channel Quality Assurance Associate at Oriental is responsible for ensuring the quality of service across our retail channels. This includes assessing and monitoring performance to ensure compliance with our brand standards.

Main Responsibilities:

  • Perform quality assurance reviews to assess and measure performance and compliance with our brand.
  • Review quality of service interactions on face-to-face, remote (phone, chats, social media), and digital channels.
  • Review digital channels readiness.
  • Review and provide facilities recommendations from the customer journey perspective.
  • Monitor channels readiness for daily operations and service.
  • Prepare review report to inform findings, non-compliance, and observations to corresponding supervisor.
  • Assist in the continued improvement of Standard Operating Procedures (SOPs) based on quality assurance reviews.

Requirements:

  • Bachelor's degree in Business Administration, Marketing, or related field required.
  • Two (2) years of experience in administrative support, customer service, or related required. Banking experience preferred.
  • Proficiency in MS Office (Word, Excel, Outlook), reporting systems, and other business applications required.
  • Excellent written and verbal communication skills in Spanish and English required.
  • Excellent analytical and interpersonal skills, multitasking, teamwork, and ability to work effectively with clients required.
  • Availability to travel within Puerto Rico and US Virgin Islands required.

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