Job Description

Job Title \xe2\x80\x93

Quality Analyst

Place of work

• Mumbai

Business Unit

• Retail Banking

Function

• Retail Liabilities and Retail Assets

Job Purpose:
To support and fulfil service delivery management through effective quality measurement systems of the bank as a whole through various banking channel.

Roles & Responsibilities:
A strong service quality professional \xe2\x80\x93 measuring and driving \xe2\x80\x93 NPS, FCR, OSAT, RSAT and FCR

Conduct quality audits, feedback and corrective actions

Call Evaluation and Call Calibration schedule

Provide support and coordinate programs that will champion continuous improvement of end to end phone / branch experience and foster customer advocacy

Maintain a central source of information to ensure high standards of service and effective liaison for the coordination of work processes and projects with other departments

Identifying training needs basis quality audits

Ensures continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction

Plays a pivotal role in identifying, innovating and implementing leaner service processes

Assist the periodic review of end to end customer journey to identify specific touch points where service can be improved to contribute to the overall customer experience

Underperformance Management and inputs for creating bench strength

Identify lead projects in the unit and track ROI

Identification of customer pain points and proposed corrective actions

Provide strategic advice to the senior management on improving and strengthening our relationship with the customers

Working closely with the heads of business development and business planning to make sure that business development strategies are actively coordinated

Ensure a Pristine Control Environment \xe2\x80\x93 All operational risks to be assessed and mitigated, and control / audit issues actively managed to resolution

Strong understanding of applicable regulations and compliance with the same

Track customer satisfaction via surveys and take corrective actions

Educational Qualifications:
Graduate - Any

Post Graduate - Any

Experience:
Minimum 1-3 years in Service Quality