Job Title:

Quality Evaluator with Italian in Bucharest

Job Description

The Quality Evaluator is a temporary assignment or training role (aligned w/the Agent CL11) responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards and providing insight to customers to contribute to program performance improvements.

Essential responsibilities

As a temporary or training assignment, aligned with respective Agent CL11 of respective account, monitor, evaluate and / or audit a sampling of inbound and/or outbound calls and other contact methods including chat and emailMeet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practicesMaintain a strong program knowledge base; basic understanding of client products, services and/or program strategiesParticipate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners);   Complete phone time to keep current on programs (as applicable)Contribute to maintaining forms and legends documentsSupport management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Candidate's profile

Required bachelor's/master’s degree in law, economics, banking, finance, criminal justice or any other related degreeProfessional certification as AML Specialist (CAMS) or other AML-specific certifications would be an advantagePrevious experience in AML compliance and/ or with banks is strongly preferredDetail-oriented.Ability to multi-task and meet timelines on deliverables.Proficient in Microsoft Office.Effective communication skills, both written and verbal.Italian language proficiency required (minimum C1) and English (minimum B2 level)Ability to analyse complex finantial transactions, identify suspicious activity and assess risk factors effectivelyDeep understanding of AML lawsAbility to think strategically and proactively identify emerging AML risks and trendsReadiness to learn and adapt to fast-paced environments

Working model : from the office

Location : Bucharest, Romania - Premium Plaza

Location:

ROU Bucharest - 63-69 Dr. Iacob Felix Street

Language Requirements:

English (Required), Italian (Required)

Time Type:

Full time

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