CDD Officer

Ila Bank

u>Principal Responsibilities, Accountabilities and Deliverables of Role:/u>

• Establishing a Quality Assurance Framework including and limited to agreeing with relevant stakeholders and developing where required Policies, Standards and Procedures.
• Understanding the regulatory requirements, the bank s products and services along with the customer needs and requirements to develop effective quality assurance processes.
• Ensure service levels are agreed and documented across different processes.
• Monitoring vendors compliance with agreed SLAs and producing periodic management information report for senior management.
• Conducting overall quality assurance checks as per an agreed plan with Risk, Compliance and Business functions.
• Sample checking customer accounts, ensuring all the necessary due diligence is applied, required documentation is obtained and records are kept as per the bank s Policies and Standards.
• Perform QA on records maintained in CRM and other related systems.
• Provide continuous quality assurance on Data integrity and Service Quality across Customer Support Channels (Backend, Contact Centre, Social Media & Service Centre).
• Monitoring either remotely or on recorded basis and evaluate agents performance including scripts, data, process consistency, product knowledge etc).
• Analyse actual or potential failure points in tested processes to set action plans/ preventive actions periodically or as required and communicates results to management and stakeholders.
• Ensure periodic reporting of QA tests results to senior management through an appropriate governance forum.
• Conduct customer satisfaction surveys on a random basis or as required.
• Submit detailed reports as required to appropriate stakeholders.
• Ensure continuous monitoring of the efficiency of existing processes and propose enhancements where required.
• Provide awareness and training in areas of deficiencies and ensure adequate record keeping of the same.

u>Experience:/u>

• Proven practical experience in quality assurance
• Conscientious and responsible
• A keen eye for detail and a results driven approach