Senior Specialist Quality And Training

Who We Are:

ACAMS is the largest international membership organization dedicated to providing opportunities for anti-financial crime (AFC) education, best practices, and peer-to-peer networking to AFC professionals globally. With over 115,000 members across 180 jurisdictions, ACAMS is committed to fighting and finding ways to help prevent financial crime through the provision of anti-money laundering/counter-terrorism financing and sanctions knowledge-sharing, thought leadership, risk-mitigation services, ESG initiatives, and platforms for public-private dialogue.

The association’s CAMS certification is the gold-standard qualification for AFC professionals, while the CGSS certification is its premier specialist qualification for sanctions professionals. ACAMS has recently expanded its certification portfolio to include the Certified Anti-Fraud Specialist (CAFS), designed to equip professionals with the tools to detect, investigate, and prevent financial fraud.

Through its 60+ Chapters and a robust calendar of global conferences, symposiums, and training events, ACAMS brings together members of the AFC community from around the world to exchange ideas, strengthen networks, and drive meaningful change. Visit acams.org for more information.

Opportunity at a Glance

Reporting to the Senior Manager, Operational Excellence, the Sr Specialist for Quality & Training is responsible for ensuring that all Operations (onshore and offsite) meet the quality and knowledge standards set by the organization. The individual will work closely with various regional & global teams including sales, marketing, products, IT, events etc. and along with global counter parts to continuously improve operational effectiveness and create training, processes, and systems to support high customer satisfaction.

They will also be responsible for developing and implementing training programs for the representatives to improve their skills and knowledge. The Senior Specialist will partner with global Operations managers to ensure that Operations are delivering excellent service and meeting the needs of the customers.

Given a mix of insourced and outsourced operating model within ACAMS, this is an exciting and hands-on role with a focus on service quality management, process, and training management. This role will suit an individual with skills, including but not limited to, contact center technology know how, quality, training and process management, good feedback and coaching, attention to detail, critical thinking, and excellent customer service management.

Campaign Responsibilities

• Global Service Quality Management
• Contribute to and implement ACAMS’s global quality management system to ensure all customer, sales, and partnerships cases (call or email or other channels) are resolved providing excellent service experience to clients and members.
• Monitor cases and interactions to identify areas of improvement for Operations.
• Ensure adequate number of evaluations are conducted daily, weekly etc. and feedback is shared with respective global Operations colleagues.
• Partner, as one team, with Operations managers and provide, timely, feedback and coaching to Operations to improve their performance.
• Develop and implement quality assurance processes to ensure adherence to company policies and procedures.
• Provide regular reports to management and Operations on the performance of Operations teams.
• Ensure all required documentation is recorded and reports delivered to measure and improve team performance.
• Process and Training Management
• Create and implement solutions to maintain adequate knowledge of ACAMS product and services, system updates, processes/ SOP’s etc. by all global Operations teams (onshore and offsite).
• Review and keep up to date all omni channel SOP’s, templates, canned responses etc. always.
• Develop training plan for new joiners, including mock tests etc., to ensure they have a clear guidelines and appropriate knowledge to respond/ resolve “live” cases/ calls/ interactions.
• Conduct training sessions for new hires and ongoing training for existing Operations teams.
• Regularly, handle cases and escalations to keep up own knowledge and skills up to date with changes.
• Driving Service Excellence
• Measure, review and report on quality and customer satisfaction.
• Join QA calibration sessions to ensure consistent global quality rating.
• Review customer comments to report on customer satisfaction along with trends and improvement ideas.
• Support day-to-day use of key applications like Salesforce, TalkDesk, LMS, eCommerce etc. by all members in the region/s to ensure customer and business objectives are achieved.
• Accountable for managing and executing any other tasks as assigned.
  
  

Qualifications

• Minimum bachelor’s degree in a business or IT related field required. MBA preferred.
• At least 5 years of experience, in a call center or BPO or similar service organizations, as quality assurance or training role.
• Experience of providing feedback or coaching teams to improve Operations quality.
• Process documentation and management experience with ISO 9001 training/ certification or similar preferred.
• Strong empathy and customer service orientation with a demonstrated desire to exceed expectations and ability to motivate and engage teams.
• A team player with “Do Whatever It Takes” attitude to get things done – to meet & exceed team and individual goals/ objectives.
• Experience with any CRM/ cloud contact center applications, Salesforce Service Cloud preferred, along with relevant contact center omni channel applications.
• Technology-savvy with intermediate user applications like Excel, MS Visio, reporting and analytics tools like Tableau, QlikView, Power BI etc.
• Excellent written and spoken English is a must along with good numeracy and problem-solving skills.
  
  

EEO

We are proud to be an EEO employer M/F/D/V. At ACAMS, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.

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