Intraday Telephony Metrics
Customer Experience (CX) Governance
De-escalation Oversight
Quality Assurance & Calibration
Incident Management
Coaching & Engagement
5+ Years in a Fraud Voice / Banking Contact Center setting
Required Candidate profile
Mastery over security/identity authentication parameters (KYC, customer verification steps) and handling distressed victims of fraud
1+yrs of exp as a TL