AVC:Quality Analyst

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 ficial 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 experienceThe 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/ OfficersResponsible 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 performanceProvides structured and timely recommendations to Quality Manager, Leadership, operations, analysts and MIS teamsPerforms mock calls with new hires post-training to determine readiness for moving into supportDevelops and conducts targeted group coaching sessions for analysts that address deficiencies and/or improvement opportunitiesPartner with key stakeholders to ensure alignment with quality objectives, and calibration of evaluative scoring of callsUses relevant quality tools to gather data and analyze trends or patterns affecting qualityCollaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experienceMaintains high delivery standards in performing his duties, ensuring accuracy and on time deliveryStays updated on all required skills for the job, especially domain knowledge, competition benchmarking and latest news on the ficial sectorQualificationsGraduation from recognized universityExposure to BFSI and/or contact center servicesExperience in Outbound Sales preferredRole ProficienciesKnowledge ofBanking DomainQuality Assurance processesSkillsMS Office skillsGood analytical skillsExcellent problem-solving skills with attention to detailGood written and oral communication skillsPlanning and organization skillsGood interpersonal skillsAbility toUnderstand, interpret, and communicate with dataManage multiple prioritiesWork as a part of team and contribute towards team goalsMulti-task