Quality Analyst-Elite Banker

Job Requirements

Quality Analyst-Elite Banker

Primary Responsibilities

• Monitor and evaluate calls made by VRMs to ensure compliance with bank policies and quality standards.
• Guide VRMs on proper call closures and adherence to service protocols.
• Ensure accurate and effective pitching of product offerings and service details.
• Engage regularly with VRMs and their supervisors to provide feedback and drive improvements.
• Collaborate with Product and Cross-Sell teams to align customer interactions with business goals.
• Own and enhance the customer experience delivered through the VRM Centre.
  

• Conduct activities within the catchment area to acquire HNI customers and increase visibility for IDFC FIRST Bank.
• Support central initiatives such as the “1 Mn Framework” and actively seek referrals from existing customers.
• Work closely with team members and support functions to deliver comprehensive banking and wealth management solutions.
  

• Graduation: Any discipline (Full-Time)
  

Experience

• Minimum 2 years of relevant experience in a contact center or customer service environment, preferably within banking or financial services.
  

• Strong understanding of customer service protocols and quality standards.
• Excellent communication and interpersonal skills.
• Ability to provide constructive feedback and coach team members.
• Collaborative mindset with the ability to work across teams.
• Customer-centric approach with a focus on service excellence and compliance.