Customer Service Quality Assurance jobs

Permanent

Junior Executive

Degree

Business Studies/Administration

Quality Control/Assurance

Group Community Financial Services

1 - 5 years

Undisclosed

• Responsible for independently evaluating the work performed by Business Compliance Control Officers (BCCO) to ensure adherence to applicable AML CFT and CPF regulatory requirements, internal policies, and established control standards. • The role conducts quality assurance reviews to verify that required controls and procedures have been properly executed, assesses the accuracy and completeness of case handling and documentation, and identifies any control gaps or deviations from expected standards.

Independent Quality Assurance Reviews • Conduct independent risk-based sampling reviews of AML/CFT. • Evaluate case handling and decisions made by Business Compliance Control Officer (BCCO) to ensure adherence to regulatory requirements and internal policies. • Document findings, root causes, and severity of issues identified and escalate significant control weaknesses where necessary. Quality Control and Procedure Implementation • Perform QA checks to identify processing errors, omissions, or inconsistencies in case reviews conducted by BCCO / BU. • Compare operational practices against regulatory requirements and internal guidelines. • Identify deviations or inconsistent application of policies and re-inforce adherence to procedures Process Improvement and Control Enhancement • Collaborate with stakeholders (BCCO / BU) to support implementation of improvements.

• Bachelor’s Degree in Banking, Business, Finance or a related discipline. • Professional certifications related to Anti-Money Laundering or Financial Crime Compliance is a plus. • Strong knowledge of AML/CFT and Sanctions regulatory frameworks, including customer due diligence, transaction monitoring, and sanctions screening requirements. • Analytical and investigative skills with the ability to identify control weaknesses and operational risks. • Attention to detail and critical thinking to evaluate complex case reviews and compliance decisions. • Strong written and verbal communication skills, with the ability to document QA findings and present recommendations clearly. • Collaboration skills to work effectively with operations, compliance, and risk teams. • Ability to interpret and apply regulatory requirements and internal policies consistently.