Senior Quality Analyst

Job Title: Senior Quality Analyst Location: Noida About Barclays Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group. Risk and Control Objective Take ownership for managing risk and strengthening controls in relation to the work you do. Working Flexibly We're committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers' and clients' needs. Whether you have family commitments or you're a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs Hybrid Working Structured Hybrid Role At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, 'anchor', days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business. Introduction Undertake timely, auditable and robust reviewing and recording of case samples across an extensive range of multiple products and services, ranging in levels of complexity, which generates quality MI to both the Business and Regulators. Take ownership and drive improvements to Quality, accuracy of customer outcomes and thus enhance customer experience. Apply industry standards and provide meaningful insight on the cause of issues and recommend solutions to solve customer and bank outcomes. What will you be doing • Undertake investigation for each case sample assigned, utilise all available resources to assess each case sample on its own merits, without judgement to ensure that the Customer has received the right outcome. • Following each case sample assessment, accurately record the information onto the required systems, using clear and concise rationale to help provide constructive feedback to operations, providing all relevant insight to ensure that this can be taken forward to assist with enhancements. Be proactive in communicating these learns to other colleagues. • Challenge and identify opportunities for improvement to ensure the correct outcome is reached. • Identify trends from the Quality assessments and raise these to the relevant members of our leadership team, providing accurate information and details to allow meaningful analysis of the data, be prepared to discuss the findings. Identify Risk Events and raise these via the prescribed channel taking ownership where relevant to ensure the risks are highlighted in a timely manner. • What We're Looking For ï' • Graduate from a reputed Institute or University in any discipline (BA, BSc, B.Com, BBM, BHM etc.) ï' • Prior work experience in Customer Service and/Voice-based/ Back office organization preferred in Banking domain. Excellent track record during past work experience. ï' • Prior experience in Financial assistance domain would be preferred. ï' • Knowledge of QA related risk and audits ï' • 6 years+ of relevant experience in Banking Domain ï' • Presentation skills ï' Report writing • Skills That Will Help You In The Role ï' • Excellent verbal and written communication skills ï' • Proficient with Operating Systems (Windows - Preferably Word, Excel & PowerPoint) ï' • Experience in evaluating an exceptional customer / client interaction in a complex setting ï' • Ability to break down varying and multiple complex issues and assimilate a wide range of information to fully understand cause, impact and solution ï' • Ability to balance different viewpoints, customer / client insight and policies to ensure we reached the right customer and Bank outcome ï' • Undertake any audit or compliance activity as required, assessing cases with high standards of integrity. Apply a positive and can do approach ï' Flexibility in hours of work and ability to work changing shifts patterns • Where will you be working Noida Be More at Barclays At Barclays, each day is about being more – as a professional, and as a person. 'Be More @ Barclays' represents our core promise to all current and future employees. It's the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are. Interested and want to know more about Barclays Visit home.barclays/who-we-are/ for more details. Purpose, Values and Mindset We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term. Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship. Respect We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution. Integrity We operate with honesty, transparency and fairness in all we do. Service We act with empathy and humility, putting the people and businesses we serve at the centre of what we do. Excellence We champion innovation, and use our energy, expertise and resources to make a positive difference. Stewardship We prize sustainability, and are passionate about leaving things better than we found them. Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive. Empower Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure. Challenge Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints. Drive Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done. 6.00-8.00 Years