Job Description
The role of a Quality Analyst is to evaluate and score customer interactions with the aim of identifying key behaviors that drive sales and improve customer experience. The role requires the ability to drive quality outcomes by measuring and analyzing trends, coaching and improving the Virtual Relationship managers/ Officers.
Key Responsibilities
• Responsible for reviewing and auditing telephone interactions along with reviewing and investigating customer Transaction Monitoring (as per defined SOPs)
• Provide constructive feedback to teams on the call audit observations, providing recommendations to improve their performance
• Provides structured and timely recommendations to Quality Manager, Leadership, operations, analysts and MIS teams
• Performs mock calls with new hires post-training to determine readiness for moving into support
• Develops and conducts targeted group coaching sessions for analysts that address deficiencies and/or improvement opportunities.
• Partner with key stakeholders to ensure alignment with quality objectives, and calibration of evaluative scoring of calls
• Uses relevant quality tools to gather data and analyze trends or patterns affecting quality
• Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Maintains high delivery standards in performing his duties, ensuring accuracy and on time delivery
• Stays updated on all required skills for the job, especially domain knowledge, competition benchmarking and latest news on the financial sector
Qualifications:
Optimal qualification for success on the job is:
• Graduation from recognized university
• Exposure to BFSI and/or contact center services
• Experience in Outbound Sales preferred
Role Proficiencies:
For successful execution of the job, the candidate should possess the following:
Knowledge of:
• Banking Domain
• Quality Assurance processes
Skills
• MS Office skills
• Good analytical skills
• Excellent problem-solving skills with attention to detail
• Good written and oral communication skills
• Planning and organization skills
• Good interpersonal skills
Ability to:
• Understand, interpret, and communicate with data
• Manage multiple priorities
• Work as a part of team and contribute towards team goals
• Multi-task
Key Responsibilities
• Responsible for reviewing and auditing telephone interactions along with reviewing and investigating customer Transaction Monitoring (as per defined SOPs)
• Provide constructive feedback to teams on the call audit observations, providing recommendations to improve their performance
• Provides structured and timely recommendations to Quality Manager, Leadership, operations, analysts and MIS teams
• Performs mock calls with new hires post-training to determine readiness for moving into support
• Develops and conducts targeted group coaching sessions for analysts that address deficiencies and/or improvement opportunities.
• Partner with key stakeholders to ensure alignment with quality objectives, and calibration of evaluative scoring of calls
• Uses relevant quality tools to gather data and analyze trends or patterns affecting quality
• Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Maintains high delivery standards in performing his duties, ensuring accuracy and on time delivery
• Stays updated on all required skills for the job, especially domain knowledge, competition benchmarking and latest news on the financial sector
Qualifications:
Optimal qualification for success on the job is:
• Graduation from recognized university
• Exposure to BFSI and/or contact center services
• Experience in Outbound Sales preferred
Role Proficiencies:
For successful execution of the job, the candidate should possess the following:
Knowledge of:
• Banking Domain
• Quality Assurance processes
Skills
• MS Office skills
• Good analytical skills
• Excellent problem-solving skills with attention to detail
• Good written and oral communication skills
• Planning and organization skills
• Good interpersonal skills
Ability to:
• Understand, interpret, and communicate with data
• Manage multiple priorities
• Work as a part of team and contribute towards team goals
• Multi-task
💡 Quick Summary
Seeking a career-building opportunity? The RB|OCC|Quality Analyst position is now open for candidates interested in the Bank Jobs sector. This role in Mumbai 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.