- Lead a team of CX agents and/or QA analysts supporting CBFSE customers across multiple channels (phone, chat, email), driving performance and ensuring consistent delivery of high-quality, compliant customer interactions.
- Own the CX quality assurance framework for Cyprus — including scorecards, sampling methodology, and calibration processes — and drive continuous improvement in quality and compliance metrics.
- Review recorded communications (calls, chats, emails) to ensure interactions are accurate, professional, and adhere to MiFID / CySEC standards (e.g., clear, fair, not misleading; appropriate risk warnings; no unauthorised investment advice).
- Provide structured, actionable feedback and coaching to CX agents based on QA outcomes; partner with Training to address recurring gaps.
- Partner with Compliance, Legal, AML, and Operations to translate regulatory requirements into practical CX processes, scripts, and knowledge base content.
- Ensure communication record-keeping and evidence (QA logs, samples, remediation tracking) meet internal policy and regulatory expectations.
- Handle customer and regulatory-sensitive escalations, performing root-cause analysis and driving remediation to prevent recurrence.
- Track and report CX quality and compliance KPIs for Cyprus, highlighting key trends, risks, and proposed improvements to senior stakeholders.