TQA Lead – GX Bank

Get To Know The Role: The Training & Quality Assurance (TQA) Lead is responsible for driving the end-to-end training and quality strategy for the Contact Support team, ensuring consistent delivery of high-quality, customer‑centric service across all digital banking support channels (Live Chat, Digital Messaging, and Voice). This role plays a critical part in elevating performance, ensuring regulatory compliance, and cultivating a strong service culture.

Responsibilities

• Lead the design, implementation, and continuous improvement of training and quality assurance frameworks to support the Customer Experience team.
• Monitor and evaluate agent interactions to identify strengths, development opportunities, and training needs in alignment with GXBank’s customer experience goals and compliance standards.
• Collaborate with team leaders and operations managers to drive a coaching culture and improve frontline performance th...