Covert Bank Operations Audit

I need a seasoned mystery-audit professional to go undercover inside a retail bank’s online / chat help channel and scrutinise the underlying operational processes that drive the customer experience. Your brief is not simply to pose as a customer and rate politeness; I want you to trace the entire back-end workflow the moment a chat session starts—routing logic, knowledge-base usage, escalation paths, closure protocols—then translate those observations into a clear picture of how efficiently the bank’s system supports real-time service. The single KPI I care about in this engagement is Customer Satisfaction. Every note you take, every screenshot you capture, every timing you record should tie back to how the processes you witness ultimately affect how a customer feels at the end of the interaction. Deliverables • A concise audit plan outlining your persona, entry points, and interaction scenarios before you begin • Raw evidence from at least three discreet chat sessions (transcripts, timestamps, any follow-up emails) with personal data stripped • A findings report that scores each operational step against its impact on customer satisfaction, highlights gaps, and offers prioritised recommendations Acceptance criteria: the report must be actionable by a banking operations team with no extra interpretation needed, and anonymity must be fully preserved throughout. If your methodology impresses, there is scope to expand the audit later to phone or in-branch channels, but this first engagement is strictly online/chat.