Job Description
Job Description - Quality Analyst - JMD Megapolis ()Quality Analyst - JMD Megapolis() Description
Job Title
Quality Analyst-Services
Department
Services-Credit cards
Grade
Officer/AM
Location
Gurgaon
Reporting To
Senior Manager, Quality
A. Position Purpose
The analyst will also be responsible for facilitating calibration sessions in adherence to our quality program.
The Quality Assurance Analyst is responsible for the overall quality of the customer interactions, making improvement recommendations to the Quality Manager and monitors the result of stated recommendations.
B. Position Responsibilities
Sr.
Key Responsibilities
1
Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
2
Conducts end to end RCA on all escalations to understand reason for incidence and to validate findings of the complaints management team.
3
Provides structured and timely RCA and recommendations; verbal and/or written feedback to Frontend leadership and agents
4
Performs quality assessment of email responses to check for factual correctness and conformity to processes.
5
Prepares and analyzes internal and external quality reports for management staff review.
6
Performs mock calls with new hires post-training to determine readiness for moving into support.
7
Uses CallCenter tools to gather data and analyze trends or patterns affecting quality.
8
Perform other duties as assigned.
C. Qualifications and Experience Requirement
Qualifications
Essential
Graduate with a minimum of % of passing marks.
Experience
Essential
Credit Cards/ Banking profile-knowledge of credit card product /dynamics essential
Previous Customer service experience mandatory-minimum 1 year
D. Competency Requirements
a. Technical Skills
Skill
Attribute
Communication; MS office; v+
Outstanding customer service skills and dedication to providing exceptional customer care;
Excellent communication skills to effectively engage with stakeholders
Excellent English language-both written as well as spoken-essential
Knowhow of Vision Plus/ Credit cards related application desirable.
Proficiency of MS Office essential.
b. Behavioural Skills
Skill
Attribute
Team player; interactive
Robust interpersonal skills for collaborating with various Units for facilitating closures.
Effective team player
Must be self-motivator and self-starter;
Exceptional listening and analytical skills;
Solid time management skills;
Excellent verbal, interpersonal communication skills; & writing proficiency
Work Locations
:|JMD, Megapolis3Rd Floor, Jmd MegapolisSector-,Sohna Road Gurgaon Gurgaon
Job Posting
:Aug , +|
Unposting Date
:|Ongoing
Job Title
Quality Analyst-Services
Department
Services-Credit cards
Grade
Officer/AM
Location
Gurgaon
Reporting To
Senior Manager, Quality
A. Position Purpose
The analyst will also be responsible for facilitating calibration sessions in adherence to our quality program.
The Quality Assurance Analyst is responsible for the overall quality of the customer interactions, making improvement recommendations to the Quality Manager and monitors the result of stated recommendations.
B. Position Responsibilities
Sr.
Key Responsibilities
1
Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
2
Conducts end to end RCA on all escalations to understand reason for incidence and to validate findings of the complaints management team.
3
Provides structured and timely RCA and recommendations; verbal and/or written feedback to Frontend leadership and agents
4
Performs quality assessment of email responses to check for factual correctness and conformity to processes.
5
Prepares and analyzes internal and external quality reports for management staff review.
6
Performs mock calls with new hires post-training to determine readiness for moving into support.
7
Uses CallCenter tools to gather data and analyze trends or patterns affecting quality.
8
Perform other duties as assigned.
C. Qualifications and Experience Requirement
Qualifications
Essential
Graduate with a minimum of % of passing marks.
Experience
Essential
Credit Cards/ Banking profile-knowledge of credit card product /dynamics essential
Previous Customer service experience mandatory-minimum 1 year
D. Competency Requirements
a. Technical Skills
Skill
Attribute
Communication; MS office; v+
Outstanding customer service skills and dedication to providing exceptional customer care;
Excellent communication skills to effectively engage with stakeholders
Excellent English language-both written as well as spoken-essential
Knowhow of Vision Plus/ Credit cards related application desirable.
Proficiency of MS Office essential.
b. Behavioural Skills
Skill
Attribute
Team player; interactive
Robust interpersonal skills for collaborating with various Units for facilitating closures.
Effective team player
Must be self-motivator and self-starter;
Exceptional listening and analytical skills;
Solid time management skills;
Excellent verbal, interpersonal communication skills; & writing proficiency
Work Locations
:|JMD, Megapolis3Rd Floor, Jmd MegapolisSector-,Sohna Road Gurgaon Gurgaon
Job Posting
:Aug , +|
Unposting Date
:|Ongoing
💡 Quick Summary
Seeking a career-building opportunity? The Quality Analyst position is now open for candidates interested in the Bank Jobs sector. This role in Gurugram offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.