Quality Analyst (Blended Process)

Roles & Responsibities

Quality Analyst

1. Live by values of customer centricity, teamwork, ownership, ethics and transparency each day & demonstrate superlative client obsession in every task assigned
2. Monitor and evaluate Customer Service Calls /chats and emails handled by representative across service queries, transactions, requests and complaints; ensure conformance to SOP and be able to identify gaps and provide inputs to training team
3. Provide constructive feedback to representatives, engage in coaching front end teams to improve their Customer Service Skills
4. Analyze trends in evaluation/reviews data, conduct root cause analysis on Quality, Defect & Complaint to identify opportunities for improvement in the banks customer service operations;
5. Collaborate with other departments to ensure that customer service standards are met
6. Keep up to date with changes in the banks products, services and policies to ensure that evaluations are accurate and relevant
7. Must ensure audit readiness at all times through sound documentation and timeliness of reviews
8. Share call observations with Executive Response Unit for resolving customer escalations appropriately
9. Inventory governance and regular MIS to seniors and other stakeholders showcasing trends, observations and corrective actions.

Requirements & Skills:

1. A bachelors degree from a reputed university
2. Growth & Learning mindset and think out of the box / go extra mile
3. Outstanding communication skills both written and verbal
4. Should be detail oriented, great at time management have critical thinking & problem solving aptitude
5. Flexible & analytical approach
6. Knack for coaching & mentoring
7. Sound knowledge of banking products and services, as well as banking regulations and compliance requirements
8. Proficiency in Microsoft Office applications, especially excel and Powerpoint
9. Ability to work independently as well as collaborate with teams/individuals; multitask and work in a fast paced and dynamic environment