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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in operational data analysis, reporting, and performance management within customer service and contact centre operations. Proficient in developing and delivering training programmes while ensuring adherence to quality standards and continuous improvement initiatives.
Highest-signal resume keywords
Operational Data AnalysisQuality Assurance Programme ManagementTraining Programme DevelopmentSLA ManagementCOPC Standards Familiarity
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisPerformance ManagementReport DevelopmentDashboard CreationTrend IdentificationRoot Cause InvestigationContinuous ImprovementQuality Metrics EvaluationWorkforce PlanningCustomer Satisfaction Analysis
Soft Skills
Analytical Problem-SolvingAttention to DetailWritten CommunicationVerbal CommunicationStakeholder Engagement
Tools & Technologies
Business Intelligence ToolsDashboarding ToolsTicketing PlatformsKnowledge Management SystemsWorkplace Collaboration Tools
Industry Keywords
Customer ServiceContact Centre OperationsCustomer ExperienceFinancial ServicesFintechPayments IndustrySLA ManagementQuality AssuranceOperational ExcellenceCompliance Standards
About the role
Key responsibilities & impact- Analyse customer behaviour and operational performance using ticket volumes, call data, CSAT, contact drivers and FX-related data
- Develop and maintain daily, weekly and monthly reports and dashboards to monitor KPIs, SLAs, quality and customer satisfaction
- Identify trends, validate hypotheses, investigate root causes and recommend data-driven improvements
- Evaluate the impact of initiatives on contact volumes, operational efficiency and customer experience
- Own and enhance the QA programme across calls and email tickets, ensuring alignment with COPC principles and customer, business and compliance standards
- Establish consistent evaluation frameworks, scoring methodologies and calibration sessions
- Analyse QA results to identify performance gaps and drive targeted coaching, corrective actions and service improvements
- Maintain accurate and up-to-date knowledge bases, SOPs, response templates and operational guidelines
- Design and deliver onboarding, refresher and product-specific training for agents and Team Leaders
- Identify knowledge gaps and measure training effectiveness through QA results and operational KPIs
- Monitor workforce planning, staffing coverage, intraday performance, shrinkage and absenteeism to maintain SLA commitments
- Support operational projects, process improvements and complex customer escalations, including disputes and chargebacks
- Participate in 24/7 on-call and weekend escalation rotations, deputising for the Customer Service Manager when required
- Support vendor performance reviews, contract management and commercial optimisation
- Oversee invoice verification, payment coordination and billing discrepancy resolution
- Serve as the Customer Service Manager’s designated backup, supporting day-to-day decision-making, stakeholder engagement and operational continuity
- Collaborate with stakeholders across Product, Finance, Legal, Compliance and other business functions
Requirements
What you’ll need- 4–7 years of experience in customer service, contact centre operations or customer experience, preferably within the financial services, fintech or payments industry
- Demonstrated experience in operational data analysis, reporting and performance management, with the ability to translate data into actionable business insights
- Hands-on experience in designing, implementing or managing QA programmes, conducting calibration sessions and driving continuous improvement initiatives
- Experience in developing and delivering training programmes for frontline teams, including onboarding, refresher training and product or process updates
- Strong understanding of contact centre operations, including SLA management, quality metrics, customer satisfaction, workforce planning and frontline performance management
- Familiarity with COPC standards or comparable contact centre quality and operational excellence frameworks is an advantage
- Strong analytical and problem-solving capabilities, with exceptional attention to detail and a commitment to data accuracy
- Proficiency in spreadsheets and business intelligence or dashboarding tools, with the ability to develop meaningful reports, dashboards and performance analyses
- Comfortable working with ticketing platforms, knowledge management systems and workplace collaboration tools
- Ability to identify trends, investigate root causes, test hypotheses and develop data-backed recommendations
- Strong written and verbal communication skills, with the ability to present complex information clearly and influence stakeholders through effective data storytelling