Quality Specialist (Call Quality Officer)

About the role

RT Bank is seeking a detail‑oriented and analytical Quality Specialist to join its Customer Contact Center team. The successful candidate will monitor, evaluate, and improve the quality of customer interactions across multiple channels while ensuring compliance with service standards, operational procedures, and regulatory requirements.

Key responsibilities

• Monitor and evaluate recorded calls, digital interactions, emails, social media communications, and telesales activities using established quality standards and scorecards.
• Conduct regular quality assessments to ensure adherence to policies, procedures, scripts, customer verification requirements, and data‑protection standards.
• Assess communication skills, accuracy of information, professionalism, response times, and problem‑resolution effectiveness.
• Identify recurring errors, quality gaps, compliance issues, and operational weaknesses, and recommend corrective actions.
• Provide constructive feedback and coaching recommendations to support employee performance improvement.
• Collaborate with team leaders and trainers to identify training needs based on evaluation results.
• Participate in calibration sessions to maintain consistency in quality evaluations across teams.
• Prepare daily, weekly, and monthly quality reports highlighting performance trends, findings, and improvement opportunities.
• Monitor implementation of corrective and preventive actions resulting from quality reviews and audits.
• Escalate critical compliance breaches, customer‑impacting errors, and significant quality concerns to management.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• 1‑2 years of experience in contact centers or customer service, preferably with call quality monitoring and reporting.
• Familiarity with quality standards, compliance requirements, and data‑protection regulations.

Required skills

• Call quality monitoring and evaluation
• Auditing and quality assurance methodologies
• Performance analysis and reporting
• Knowledge of quality standards and compliance requirements