Royal Bank of Canada - Los Angeles, CA
posted 4 months ago
The Quality Review Analyst is responsible for assisting in the review, assessment, and reporting on the effectiveness and quality of work performed by Fraud Specialists. This role involves conducting internal quality reviews, including call samplings, case reviews, and other quality review functions within the department. The primary goal is to ensure that all Fraud Specialists provide high-quality service to clients while adhering to established processes and procedures. The analyst will analyze performance data and provide feedback to enhance service delivery and operational efficiency. In this position, the Quality Review Analyst will conduct quality reviews, including call samplings and other quality assurance functions, to ensure that all Specialists are delivering exceptional service to clients. The analyst will assist management in evaluating the effectiveness and quality of work performed by Specialists, utilizing a quality monitoring data management system to compile and track performance metrics at both team and individual levels. Coaching the Fraud Specialist team to deliver a premier client experience through exceptional customer service is a key responsibility. The role also involves generating, reviewing, and following up on daily reports to identify and verify potential fraudulent activities with clients. The analyst will participate in designing call monitoring formats and quality standards, preparing and analyzing internal quality reports for management review. Conducting research, identifying trends, and highlighting opportunities for training and process improvements within the team are essential functions. Collaboration with leadership and the training team to develop and update training materials to address gaps found in quality reviews is also expected. The analyst will highlight immediate compliance concerns and assist in generating standard process measurement reporting, as well as developing quality guidelines and procedural manuals for the call center operation. Other duties may be assigned as required.