Quality Assurance Specialist

Posted: 16/Nov/2021 - Closing Date: 16/Dec/2021

Job Description

To perform daily and monthly online monitoring on call and chat writing teams for making sure the service standard of ABA Contact Center is regularly used as well as customer’s inquiries, issue or complaint is properly handled and resolved. This position is also working on taking corrective actions, preparing monthly, and recommending points to be improved through QA assessment.


  • Head Office, Phnom Penh (02 Posts).

Duties and Responsibilities

  • Daily performance real time online monitoring on call and writing team to ensure accurate information are delivered to customer.
  • Monthly review IVR voice, chat feedback and give recommendation for improvement.
  • Take corrective actions to all staffs in writing and call team if error is found.
  • Recommend response scripts for answering customer's inquiry or issue on social network & call channels.
  • Prepare monthly assessment/quiz for Contact Center agents on new and existing products and services.
  • Align internal monitoring with external customer feedback.
  • Handle tasks assigned by Line Manager.

Skills and Specifications

  • Bachelor’s degree in business management, finance and banking, or communication field.
  • Minimum 2 years of professional experiences in service quality, quality assurances in financial industry.
  • Excellent understanding of banking operations, internal rules/regulations, compliance and risks.
  • Excellent analytical abilities to grasp the key points from complicated details.
  • Familiarity with the tools, concepts, and methodologies of quality management.
  • Effective communication and report writing skills.
  • Demonstrated knowledge of the issues facing organizations undergoing change.
  • High degree of self-motivation and excellent interpersonal skills.
  • Strong dedication to details and accuracy.

How to apply

Interested and qualified applicants should submit your updated Cover Letter and CV stating the position applied for with your current photo (4x6) through recruitment(at)ababank.com.

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