KYC Quality Assurance Officer

Description and Requirement

The role is responsible to ensure all KBZPay verification process, lending documentation processes are followed in sync with regulatory compliance. This role monitors KYC process by conducting regular audits & system check, and by aligning with current SOPs and BRDs. Reviews KYC processes, eliminate verification errors, improve customer experience and maintain quality score.

• Review SOP flow and ensure all steps are followed by KYC/lending team.
• Identify process gaps and propose changes for improvement
• Audit report to management on KYC process compliance and maintain Quality score.
• Liaison with KYC team for NPS improvement over KYC /Lending documentation process.
• Staff wise quality check for sample KYC verified cases and maintain staff wise quality score.
• Prepare Quality metrics with error categorisation like Critical, Major, Minor, change request etc.
• Prioritise high, medium low risk operational risk aspects and work on mitigation in KYC/lending process.
• Monitor fraud and raise alarm if unethical practice observed among the team.
• Cover 100% staff every month with Quality score and share reports regularly.
• Bring technological enhancement ideas to effectively manage the service Vs Cost impact.
• Highlight process failure reasons and plans to eliminate process gaps.
• Improve approval rate by ensuring quality is maintained in the KYC/lending verification process.
• Flexible to work in shift assignments if required.
• Help promote and maintain a positive company image.

Requirements

• Any Bachelor Degree Holder
• Able to communicate effectively at all levels
• Good presentation skills and people skills; team player
• Knowledge of customer service principles and practices
• Strong proficiency in Microsoft Word, Excel and PowerPoint
• Basic English Skill
• Demonstrates high energy, professionalism and maturity
• Being able to adapt new situations and environments is important.
• Prefer with at least 1 year of working experience in the related field is required for this position (Fresh graduate will be considered as well)
• A background in customer service is preferable
• Experience working in banking / financial services would be an added advantage.