QC Analyst Team Leader

Description

TL responsibilities will include:

• Assisting in Major QC Projects:
• Ramping up QC Operations - assisting the team in what to focus on their findings (working alongside mentors)
• QC integration into Sedric
• AI incorporation and testing systems for call and email selection
• Translations/Transcription for legal and/or Compliance requests
• Day to day management of the team
• Workload Division
• Risk - Range program for weak employees
• Daily activity and productivity
• Form and scoring updates
• Team knowledge owner
• Ongoing department updates
• Point of contact for disputes
• Training for improving employee performance
• Cross departmental Contact Point
• Working regularly with compliance officers
• Overseeing meetings between RM and QC Agents
• Clarifications on discrepencies
• Continuous collaborations with Training on ad hoc search items
• 40% QC Analyst
• Review a subset of support agents’ conversations - emails,calls, Zoom, Whatsapp,
• Assessment based on internal standards making sure the provided information meets eToro’s benchmarks;
• Accompany evaluations with meaningful and constructive feedback;
• Raise immediate red flags for exceptionally low quality/compliance events
  
  

• Motivated & enthusiastic leader
• High moral standards
• Understanding of quality and compliance matters
• Exceptional analytical skills
• Ability to work well in a team environment
• Outstanding people skills and ability to communicate feedback
• Good organizational skills, knowledgeable in goal-setting practices
• Problem-solving capabilities to create meaningful strategies to improve support quality.