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BCUS Risk Based Quality Analyst

2.00 to 5.00 Years   Noida   23 Jul, 2019
Barclays Shared Services Pvt Ltd
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaStatistics / Analytics
EmploymentTypeFull-time

Job Description

  • The Quality Analyst will be responsible for completing quality checks on the calls/cases completed by the frontline advisors
  • This Quality Analyst will contribute to the development of QA capability by constructively challenging its on-going effectiveness and identifying opportunities for continuous improvement.
What will you be doing
  • Benchmark the quality of contact centre calls and provide high quality and actionable feedback to management and colleagues.
  • Provide recommendations and insight to ensure a first class quality customer experience is delivered.
  • Drive performance by providing feedback to Operational Managers and individuals on performance against quality objectives and targets
  • Recognise and promote role-model call quality results
What we re looking for:
  • Detailed understanding of the business operational objectives, service standards and compliance requirements
  • Knowledge of bank and product procedures and policies specifically Regulatory Compliance for products and services
  • Excellent organisational and planning skills. The role holder needs to be able to simultaneously balance the logistics of various sites.
  • Graduate
  • Experience of Contact Centre systems and shaping new procedures and exchanging best practice to improve advisors and customer experience
  • Relevance yearsof work experience
Skills that will help you in the role:
  • Ability to complete or advise on completion of high volume routine/non-routine tasks and prioritise accordingly.
  • Strong Product knowledge.
  • Strong coaching skills.
  • Plan the logistics of communications schedules
  • Strong interpersonal and relationship building skills to ensure Team Managers and/or Operational Manager receive quality service; Needs to be able to build relationships with operations and other related functions
  • MS Office Suite (Preferably Excel, Word & PowerPoint)
  • Broad understanding of Contact Centre structure and staff roles
,

Keyskills :
qualitycustomerrelationstestcasescalibrationauditingcallqualityqualityanalysisservicestandardscustomerexperiencerelationshipbuildingegulatycompliance

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