Position Overview
Management Level
G
Subject Matter Expert
Department: Operations
Reports to: Team Leader
Role
Act as a Subject Matter Expert supporting both the team and the team leader. Provide ongoing quality monitoring and coaching in order to improve the team’s performance and actively seek improvements to satisfy our customer needs.
Core Duties and Responsibilities
Lead advanced quality review activities and compile comprehensive data sets to support complaint analysis, trend identification, reconciliation exceptions and broader performance insights across multiple reconciliation streams.Provide day to day oversight and control ownershipSupport training and knowledge transfer from US teamsAct as escalation points and quality control leadsBe client / stakeholder facing where requiredPartner closely with the Quality Control & Workflow Manager to interpret quality metrics, ide...