hireejobs
Register for Job
Hyderabad Jobs
Banglore Jobs
Chennai Jobs
Delhi Jobs
Ahmedabad Jobs
Mumbai Jobs
Pune Jobs
Vijayawada Jobs
Gurgaon Jobs
Noida Jobs
Oil & Gas Jobs
Banking Jobs
Construction Jobs
Top Management Jobs
IT - Software Jobs
Medical Healthcare Jobs
Purchase / Logistics Jobs
Sales
Ajax Jobs
Designing Jobs
ASP .NET Jobs
Java Jobs
MySQL Jobs
Sap hr Jobs
Software Testing Jobs
Html Jobs
IT Jobs
Logistics Jobs
Customer Service Jobs
Airport Jobs
Banking Jobs
Driver Jobs
Part Time Jobs
Civil Engineering Jobs
Accountant Jobs
Safety Officer Jobs
Nursing Jobs
Civil Engineering Jobs
Hospitality Jobs
Part Time Jobs
Security Jobs
Finance Jobs
Marketing Jobs
Shipping Jobs
Real Estate Jobs
Telecom Jobs

Analyst, Specialist

1.00 to 2.00 Years   Pune   04 Feb, 2020
DBS Asia Hub 2
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaStatistics / Analytics
EmploymentTypeFull-time

Job Description

Business Function Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Banks operational processes and inspire to delight our business partners through our multiple banking delivery channels.Job Purpose

  • To deliver Voice & Accent Training to employees to enhance the soft-skills & objection handling capabilities of the contact center executives
  • To improve the quality of customer interactions and service fulfilment in the Service/Relationship Centre through independent Transaction Monitoring, Quality Review Presentation and Coaching.
  • To maintain and continuously improve Knowledge management engine in supporting the centre and business to deliver effortless digital banking experience to customers.
  • To deliver training on NHIP (New hire induction program) and conduct refresher training. Monitor the training efficacy through Pre-and Post training scores and survey feedbacks.
ResponsibilitiesTransaction Monitoring Build a quality monitoring plan, meet the audit target to gauge the floor quality performance. Provide one on one feedback on improvement areas. Conduct periodic dip stick to ensure quality briefing and process update is being delivered Perform various CE driven analytics such repeat, CSAT, FCR etc and update the relevant stakeholders Drive compliment count across the process Continuously review the internal monitoring process and identify areas of improvement.Training: Devising and conducting periodic dipstick to check on knowledge levels of CSOs on floor. Identify TNIs based on quality performance. Suggest product and process changes based on inputs captured from customer and Digiservice team. Support in complaint monitoring and effective and timely complaint resolution Support customer centric service initiatives to enhance customer experience,

Keyskills :
softskills contactcenter accenttraining customercentric qualitymonitoring objectionhandling customerexperience knowledgemanagement transactionmonitoring ce csat survey nimble banking oiceaccent

APPLY NOW

Analyst, Specialist Related Jobs

© 2019 Hireejobs All Rights Reserved