Quality Assurance Analyst – Call Center

About the role

This position is responsible for ensuring the quality of call‑center operations by monitoring calls, emails and transactions. The role focuses on detecting risks, deviations and suspicious activities, and providing actionable reports for decision‑making.

Key responsibilities

• Monitor and evaluate live and recorded calls for compliance with internal procedures.
• Review incoming and outgoing emails and transaction records.
• Identify and flag suspicious or non‑compliant activities.
• Generate regular reports and key performance indicators for management.
• Follow up on incidents and ensure timely resolution.
• Maintain organized documentation of monitoring activities.
• Verify adherence to internal policies and standards.
• Collaborate with other departments to improve control mechanisms.

Required profile

• Advanced proficiency in English (mandatory).
• Proven experience in monitoring calls, emails and transactions.
• Experience detecting suspicious activities.
• Basic knowledge of compliance principles.

Required skills

• System 360
• Slack