Cash Operations Quality Control Specialist

About the role

The Cash Operations Quality Control Specialist is responsible for monitoring and controlling the service quality of the Telling Area’s customer service standards across assigned branches. The role ensures risk mitigation, compliance with established procedures, and continuous improvement of counter operations.

Key responsibilities

• Conduct scheduled branch visits to examine infrastructure, environment, and counter arrangements for risk mitigation and operational control.
• Assess how the Telling team promotes and implements customer service standards and compare actual operations against guidelines.
• Collect data for process improvement, coach employees, and prepare analytical reports for discussion.
• Identify counter‑operation issues, determine root causes, and generate performance reports for corrective action.
• Communicate and reinforce new or revised instructions and guidelines to the Telling Area team.
• Participate in developing counter arrangements, standards, and concepts to enhance efficiency and reduce manual tasks.
• Monitor employee performance, provide coaching, and address challenges.
• Perform pre‑check and post‑check assessments for new branch openings or special shift launches.
• Track daily reports, escalate critical issues, and act as a role model within the team.

Required profile

• Experience in cash operations and quality control within a banking environment.
• Strong analytical abilities to identify issues and propose improvements.
• Excellent communication skills for coaching and guideline reinforcement.
• Ability to work independently and coordinate with branch teams.

Required skills

What we offer

• Opportunity to influence service quality across multiple branches.
• Collaborative environment focused on continuous improvement.