Provide mentorship to customer service teams on soft skills development, fostering stronger communication, emotional intelligence, and resilience in handling customer and operational challenges.
Continuously evaluate training effectiveness, tying learning outcomes to KPIs such as QA, CSAT, SLA, and error rates.
Design and deliver structured training programs covering customer service processes, fintech products (e.g., e-wallets, credit, insurance, loan servicing), and regulatory requirements.
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Identify trends and patterns in customer inquiries and complaints, and provide feedback to cross-functional teams to help improve products, services, and processes.
Meet or exceed established performance metrics, including customer satisfaction, first contact resolution, and response time.
Maintain accurate and complete customer records and logs.
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Partner cross-functionally with key stakeholders to identify operational pain points, align on business logic and metric definitions, and drive targeted outcomes.
Bachelor’s degree or above in Business, Finance, Economics, Engineering, Analytics, or a related quantitative field.
Minimum 2 years of relevant professional experience, in analytics, business intelligence, or data-driven operational roles, is preferred.
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Ensure that audits are completed in an effective, efficient and timely manner in accordance with established standards, industry best practices and relevant regulatory requirements
Ensure proper performance and quality of documentation during the audits.
Build trust and credibility with stakeholders through objective and sustainable engagements and where appropriate, provide constructive challenge to improve or enhance internal controls
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