quality and Training lead (fintech bank)Robert Walters

A leading digital bank is urgently recruiting a Quality and Training Lead (Fintech Bank). In this job, you must have lending operations experience under banking or handled a financial services account/client. Technical knowledge and experience in quality scoring (QMS - Quality Management Scoring) is an advantage.
About the Quality and Training Lead (Fintech Bank) Role:
The role is responsible for creating training manuals, quality assurance processes to be used to train new hires and to design upscale training for customer service representatives. The role will document all the workflows and processes of the lending team as a group.
Key Responsibilities:
Design training plans based on hiring projections
Focus on modules and planning tests scores
Conduct regular audits on every customer interaction
Implement quality framework to audit lending collections in mobile app and website to ensure standards are met with compliance, etc.
Develop and manage the quality assurance and training programme for operations
Recommend system and process improvements based on analysing the data generated operational dashboards​
Partner with operations, finance and other departments to ensure the recommendation for system and process improvements are appropriately addressed
Perform periodic quality assurance reviews and reports process and system improvements ​
Coordinate with operations on the resolution of identified areas for improvements
Train new hires and existing operations staff across all banking operations departments​
Possess in-depth knowledge of quality performance
Knowledge in quality scoring (QMS)
Stay up to date with market and QA trends
To succeed in this Quality and Training Lead (Fintech Bank) role, you must have a financial services background or have handled a financial services account/client. Technical knowledge and experience in quality scoring (QMS - Quality Management Scoring) is a requirement and an advantage.
Key Requirements:
At least five years of experience in managing quality, training and audit
Graduate of any four-year business-related course
Good to have COPC (Customer Operations Performance Centre) certification, but not required
This leading fintech company does not need an introduction.
If you have the drive and determination to contribute your expertise in a thriving fast-paced and highly competitive environment, this Quality and Training Lead (Fintech Bank) role is right for you.
Apply now or contact me to learn more.
Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.
Get in touch
Maureene Guzman
+63 2 8 841 9389
Robert Walters

Calabarzon
Permanent
Full-time