Customer Journey Expert

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Detalii post

Performs Quality Assurance (QA) checks, according to SLAs and in accordance with agreed sampling, Work Place Instructions (WPIs), documents and archives the QA outcome. Submits the report/outcome of QA (findings and recommendations or other) to the relevant stakeholders. Ensures monthly QA reporting to SLM. Attends validation meetings to consult the QA outcome, and attends the service review calls with relevant Central of Excellence (CoE) in respect to feedback on QA outcome if appropriate.
Provides regular and ad hoc feedback to relevant stakeholder to ensure overall improvement within the processing units. Through regular feedback, root cause analysis and via facilitating “lessons learned” and sets requirements for additional training as needed on knowledge gaps, new or changed systems, processes and regulations.
Employee analyses and assesses whether the relevant outcomes of processing unit fulfils the procedural and contextual correctness on the Risk Assessment/ Identification process and outcome. The responsibility is to evaluate the outcomes and advise on any discrepancies found.
Ensure operational processes respond to and fulfil client and organizational needs and result in increased value for the customer and increased efficiency (less costs for the organization).

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