As part of Operation Team to minimize risk, detect and prevent fraud/complain and improving quality of all agents
Monitoring and responsible for the overall Quality Assurance Process
Liaise with QA Ops Manager regarding operation daily
Review quality assurance policies and procedures
Develop, recommend and monitor corrective and preventive actions
Update internal policy & SOP based on new regulations from regulator
Prepare reports to communicate outcomes of quality activities
Identify and organize training needs to meet quality standards
Coordinate collaborations with other departments.
Conduct Internal and External calibration
Monitoring and developing team performance and coaching team if needed
