QC Analyst Team Leader

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

Requirements:

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.

Sub Department:
CF OPS