Specialist, Service Support

We are seeking a dedicated and experienced Quality Assurance professional to join our dynamic contact centre team. The successful candidate will play a critical role in ensuring the highest standards of call quality and customer service are maintained across all contact centre operations. This includes monitoring and evaluating calls, providing actionable feedback, and collaborating with various teams to drive continuous improvement.

The Quality Assurance Specialist will be responsible for implementing effective strategies to enhance call quality, generating detailed reports for management, identifying training needs, and ensuring compliance with established procedures and standards. The ideal candidate will possess strong reasoning skills, excellent communication abilities, and a proven track record in a similar role within a contact centre environment.

Role Responsibilities

• Call Monitoring : Ensure timely completion of call monitoring for all teams, including Inbound, Outbound, Sales, Live Banking, Business Banking, Mortgage Retention Unit, Call Back Team, E-Channel, Case Resolution Team, and Premium Banking & Anti-Attrition Unit, within the monthly deadline.
• Quality Improvement : Implement effective strategies to enhance the overall quality of calls handled by the contact centre teams.
• Reporting : Generate and deliver bi-weekly and monthly reports to the Management Information Team, Team Leaders, Operation Managers, and other relevant management teams.
• Training Needs Identification : Identify training needs and highlight training gaps to the Training team to ensure continuous improvement and the achievement of excellent client experiences.
• Team Collaboration : Collaborate effectively with the team to manage and achieve the defined responsibilities.
• Turnaround Time (TAT) Management : Meet attribution Turn Around Time (TAT) and work closely with process and training teams to educate frontline staff using case studies.
• Maintenance Checks : Conduct maintenance checks as per the QA Maintenance checklist on activities performed by Inbound and Outbound teams.
  
  

Role Requirements

• Minimum Diploma
• Minimum of 3-5 years of experience in a quality assurance role within a contact centre environment.
• Proven track record of improving call quality and customer service standards.
• Advanced proficiency in Microsoft Office, particularly Excel for data evaluation and reporting.
• Familiarity with call monitoring systems and quality assurance tools.
• Strong reasoning skills to assess call quality and identify areas for improvement.
• Excellent verbal and written communication skills for providing feedback and reporting.
• Ability to generate and interpret reports to drive performance improvements.
• Strong attention to detail and organizational skills to manage multiple tasks and deadlines.
  
  

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
  
  

What We Offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.