Quality Analyst(BPO Banking Process)

Role & responsibilities

• Evaluate Transactions/call/chats as per Training & Competency Scheme / Client
approved sampling methodology• Ensure adherence to quality norms as per client specifications; Ensure that internalpolicies, procedures and compliance regulations are being followed• Ensure that associates perform efficiently and effectively within their assigned areas,with pre - determined performance standards• Identify improvement opportunities, develop and drive appropriate action plans forquality enhancement.• Partner with Operations and streamline / enhance metrics• Reduce the learning curve and help enhance the product/process knowledge of newteam members• Client Coordination - Handling Client Escalations, calibration calls, reports etc.• Communicate to heighten awareness and focus on importance of improving the overallcustomer experience• Performance management & Bottom Quartile Improvement• Conduct calibration with the internal & external customers• Prepare TNI & conduct refreshers on top themes• Generate quality reports, update records for MIS• Generating huddle packs & Conduct Refreshers basis the Themes & Trends Identified• Analyze the data of the team aligned and make dashboards. Make recommendations anddrive improvement

• Support the Company's pursuit of high-quality service to internal and external
customers and enhance the overall customer experience• Ensure that internal policies, procedures and compliance regulations are being followed• Identify operational / training issues and help team members in fixing these gaps.

Key Skills and knowledge:
• Good analytical, logical reasoning & numerical ability• Strong Process/Product Knowledge• Training, Coaching & Mentoring skills• Eye For Detail - Ability to identify/dissolve potential failure modes• Excellent interpersonal and communication skills required as the job involves extensiveinteraction and feedback• Excellent Data Interpretation/Presentation Skills• Good Written and Verbal Communication Skills• Customer Orientation & customer first belief• Good People management skills• Process orientation & structured thinking• Basic knowledge of Quality Tools• Proficient in MS Excel and PowerPoint.

Educational qualification: Graduation

Preferred candidate profile