2 Voice Experience Jobs

As a Merchant Service Advisor at Barclays, you will embark on a transformative journey where you play a pivotal role in managing operations within a business area and maintaining processes with risk management initiatives. Taking ownership of your work, you will provide first-class support to clients with expertise and care. The ideal candidate for this role will possess excellent communication skills, a problem-solving mindset, and a strong commitment to resolving complaints in a professional and timely manner. Proven experience in banking operations in Backoffice, Process experience in Chargeback, Account maintenance, along with voice experience and customer service skills are essential. Additionally, experience in analyzing workflows, optimizing procedures, and delivering high-quality service will be beneficial. Key essential skills relevant to succeeding in this role include risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, as well as job-specific technical skills. This position is based in Chennai. **Purpose of the Role:** To assess the quality of business processes and the execution of processes and develop initiatives to improve quality standards. **Accountabilities:** - Identify areas for improvement within operations and provide recommendations for change through the quality assurance process. - Develop and implement quality control procedures and controls to mitigate risks and maintain efficient operations. - Collaborate with teams across the bank to develop quality improvement guidelines, initiatives, objectives, and action plans to monitor performance, improve business areas, and govern processes. - Develop reports and presentations on quality control performance and communicate findings to internal senior stakeholders. - Monitor customer-facing colleagues" performance and evaluate their performance through reviews, quality reporting, policy development, and feedback on customer interactions. - Execute quality audits of the bank's processes and operations aligned with regulatory requirements and internal policies. - Identify industry trends and developments to implement best practices in quality assurance services. - Participate in projects and initiatives to improve quality control efficiency and effectiveness. **Analyst Expectations:** - Meet the needs of stakeholders/customers through operational excellence and customer service. - Perform prescribed activities in a timely manner and to a high standard. - No people leadership roles at this grade. - Execute work requirements as identified in processes and procedures, collaborating with and impacting the work of team members. - Identify escalations of policy breaches as required. - Take responsibility for customer service and operational execution tasks. - Take ownership of managing risk and strengthening controls in relation to the work you own or contribute to. - Gain and maintain an understanding of your role, how the team integrates to achieve overall objectives, alongside knowledge of the work of other teams within the function. - Work within well-defined procedures that may involve a variety of work routines. - Demonstrate an understanding of the procedures. - Evaluate and select appropriate alternatives from defined options. - Make judgments based on the analysis of factual information. - Build relationships with stakeholders and customers to identify and address their needs, supporting a smooth operating process, handling sensitive issues as required. All colleagues are expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship our moral compass guiding us to do what we believe is right. Additionally, colleagues are expected to demonstrate the Barclays Mindset to Empower, Challenge, and Drive the operating manual for how we behave.,

POSITION: Assistant Manager (Band B1) PROCESS: Confidential DEPARTMENT: Confidential NUMBER OF POSITIONS: 1 LOCATION: Pune CRITERIA: Voice Experience mandatory ROLES & RESPONSIBLITIES: .Manage the Calls ,Chats and Email operations with the desired efficiency and effectiveness .Ensure relevant processes are followed on the operational floor .Manage day-to-day planning, thus ensuring that the teams consistently deliver the agreed SLAs .Liaise with Business Planning & MI team where required for resource planning and optimum utilization .Manage and optimize workflows (pipeline and individual work queues) .Participate in regular calls with the client to understand expectations, seek feedback to resolve escalations and improve process performance .Identify, facilitate and implement process improvement initiatives to improve efficiency and Quality .Execute any relevant business transformation activities within the team .Coordinate with the Training manager and L&D team to conduct Training needs analysis and improve team competency and skills .Report on team performance, customer/client feedback and all daily operational activities .Liaise, coordinate and manage relationships with other departments and onshore teams .Monitor and manage leaves, attendance, breaks, attrition and other metrics for the team .Co-ordinate with internal support functions to help resolve issues for the team .Participate in the recruitment process of new advisors .Implement the rewards and recognition program to motivate the team to perform better .Conduct regular performance appraisals and feedback sessions for Advisors and Process Leaders KEY RESULT AREA: .Service delivery by the team within the agreed SLA frameworks .Ensure adherence to Standard Operating Principles .Team attrition and other metrics to meet/exceed targets .On-time and accurate reporting and sharing of process health .Execution of business transformation activities within the team .Process improvements, new business projects and other initiatives