Backoffice Quality Manager - FinTech

Backoffice Quality Manager - USA Fintech

- You will help to coach Relationship Managers in their communication by focusing on demeanor, product knowledge, accuracy, customer service performance, and adherence to internal processes. Your responsibilities will include, but are not limited to:

- Reviewing and assessing the quality of customer communication of Relationship Managers via phone, email and chat

- Preparing quality reports and analyzing trends for presentation to senior leaders

- Supporting and coaching Relationship Managers to improve and enhance interaction quality and customer experience

- Creating training materials and conducting training sessions focused on key topics such as professional communication skills

- Assisting in developing, creating, and implementing process-related quality processes and procedures

THE QUALIFICATIONS :

- Bachelor's degree in a related field, or higher

- 4+ years of experience in a training, quality assurance, or learning and development in a fast-paced, high-touch environment

- Prior experience working in financial services and/or higher education, preferred

- Must have prior experience with QA or training in a sales oriented and/or targets driven environment

- Outstanding written and verbal communication skills in English and comfortable interacting with customers via multiple communication channels

- Passion for customer service and relationship management with an innate sense of service and empathy for others

- Analytically driven with an ability to interpret and derive insights from data

- Exceptional organizational skills, listening skills and attention to detail