Call Centre Business Analyst and Quality Assurance – HAN100047
- Position Based in Vietnam.
- Attractive salary and benefits.
- Challenging role and development opportunities.
ANZ is accelerating the growth of its business in Asia. Our solid foundation for significant growth and investment has been built over more than 39 years since ANZ opened its first office in Asia. We recognise our greatest asset is our people. That is why we are creating a unique climate of inspiration, leadership and great opportunities that will enable the best in market to thrive as part of our diverse team.
In Vietnam, ANZ is the first foreign bank to operate since 1993 with 2 branches in Hanoi and Ho Chi Minh City and a representative office in Can Tho. During ANZ’s 15 successful years in Vietnam, the Bank has achieved many prestigious awards.
- The Best Retail Bank in Vietnam – awarded by the Asian Banker in 2008.
- The only bank received: “Best customer-oriented bank” for 6 consecutive years (2002-2007) – Dragon Award by Vietnam Economic Times.
The role would expect you to audit current quality practices to capture strengths and weaknesses while developing and documenting processes for agent level feedback and driving the correct and appropriate use of Scorecards. You would be required to monitor & Score a sample of every agent’s calls to ensure consistency while leading key ‘calibration’ workshops to ensure consistency in Quality Management with each Team Leader & the CC Manager to analyse and forecast trends and patterns in regular data seeking root cause (seeking ‘why’ rather than ‘what’).
Additionally, you would be required to report, assist refining standard KPIs/Metrics while refine the underpinning calculations for all indicators and measures to restore and build appropriate schedule templates to meet forecast workload for feedback intraday staffing concerns.
You would need to demonstrate commitment to customer service and attention to detail with banking experience and by being a clear analytical thinker while possessing strong presentation skills. You would be required to possess an enthusiastic positive work ethic (can do / will do attitude) while being diligent and proactive with outstanding mathematical, analytical and problem resolution skills and a capacity to work under pressure. In addition to this, you would be required to have an ability to grasp technical concepts and convey such in simple, easy to understandable terms with well developed time management and work prioritisation skills. Ability to demonstrate high level of competency with MS Excel & MS PowerPoint with outstanding written and personal communications skills would be the other mandatory requirements. In-depth knowledge of Quality Management principles and knowledge on Formal training in Change Management (or extensive experience in the field) would be an added advantage.
This is an opportunity to undertake a role with development opportunities. With our global head office in Melbourne you will have exceptional opportunity for professional development with a broad range of career paths.
Closing Date: 18-Mar-2009