AVC:Quality Analyst

Ghatkesar, Telangana
Permanent
Full-time

2 months ago

Job Description:About Axis Virtual Centre:Axis Virtual Centre engages with the Axis Bank customers and prospects, virtually, through digital media to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross sell and upsell. The Axis Virtual Centre supports the respective Line of Business to achieve and exceed dial targets through effective use of communication skills and envisages to provide a differential customer experience.About the Role: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

#ComeAsYouAre "We are dil se open. Women, LGBTQIA+ and PwD candidates of all ages are encouraged to apply"Skills:Refer to the Job DescriptionAbout Company:Axis Bank is the third largest private sector bank in India. The Bank offers the entire spectrum of financial services to customer segments covering Large and Mid-Corporates, MSME, Agriculture and Retail Businesses. The Bank has a large footprint of 4,594 domestic branches (including extension counters) with 11,333 ATMs & 5,710 cash recyclers spread across the country as on 31st March, 2021. The Bank has 6 Virtual Centres and has over 1500 Virtual Relationship Managers as on 31st March 2021.The Overseas operations of the Bank are spread over eight international offices with branches at Singapore, Dubai (at DIFC) and Gift City-IBU; representative offices at Dhaka, Dubai, Abu Dhabi, Sharjah and an Overseas subsidiary at London, UK. The international offices focus on Corporate Lending, Trade Finance, Syndication, Investment Banking and Liability Businesses

Axis Bank

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