Job Title –
Quality Analyst
Place of work
Business Unit
Function
Job Purpose:
To support and fulfil service delivery management through effective quality measurement systems of the bank as a whole through various banking channel.
Roles & Responsibilities:
A strong service quality professional – measuring and driving – NPS, FCR, OSAT, RSAT and FCR
Conduct quality audits, feedback and corrective actions
Call Evaluation and Call Calibration schedule
Provide support and coordinate programs that will champion continuous improvement of end to end phone / branch experience and foster customer advocacy
Maintain a central source of information to ensure high standards of service and effective liaison for the coordination of work processes and projects with other departments
Identifying training needs basis quality audits
Ensures continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction
Plays a pivotal role in identifying, innovating and implementing leaner service processes
Assist the periodic review of end to end customer journey to identify specific touch points where service can be improved to contribute to the overall customer experience
Underperformance Management and inputs for creating bench strength
Identify lead projects in the unit and track ROI
Identification of customer pain points and proposed corrective actions
Provide strategic advice to the senior management on improving and strengthening our relationship with the customers
Working closely with the heads of business development and business planning to make sure that business development strategies are actively coordinated
Ensure a Pristine Control Environment – All operational risks to be assessed and mitigated, and control / audit issues actively managed to resolution
Strong understanding of applicable regulations and compliance with the same
Track customer satisfaction via surveys and take corrective actions
Educational Qualifications:
Graduate – Any
Post Graduate – Any
Experience:
Minimum 1-3 years in Service Quality