Quality Analyst-Elite Banker

Role Overview: As a Quality Analyst-Elite Banker at the Virtual Relationship Manager (VRM) Smart Banker Centre of Elite Banker, you play a critical role in ensuring excellence in customer interactions. Your responsibilities include monitoring calls made by VRMs, guiding them on proper closures, and ensuring adherence to bank policies. You will collaborate closely with VRMs, supervisors, and cross-functional teams to enhance customer experience and drive business outcomes. Key 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. Secondary Responsibilities: - 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. Qualification Required: - Graduation in any discipline (Full-Time) Experience Required: - Minimum 2 years of relevant experience in a contact center or customer service environment, preferably within banking or financial services. Skills and Attributes Required: - 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.,