Quality Analyst

Job description

Job Description POSITION DESCRIPTION JOB TITLE Quality Analyst-Phone Banking GRADE M DEPARTMENT Phone Banking LOCATION HO/RO SUB-DEPARTMENT Phone Banking TYPE OF POSITION Full-time REPORTS TO SpecialistPhone Banking Quality Control REPORTING INTO NA ROLE PURPOSE OBJECTIVE Quality Analyst will be responsible for call monitoring, provide actionable insights, improve officers performance through monitoring customer interactions, identify improvement areas, provide training/feedback on quality parameters, process adherence and internal controls. SIZE OF THE ROLE FINANCIAL SIZE NON-FINANCIAL SIZE - NA - Validation of accuracy and quality of services offered at Phone Banking - 200 to 500 calls audit per month - 10-20 calls audited per PB Officer per month KEY DUTIES RESPONSIBILITIES OF THE ROLE **Business** - Ensure the defined quality monitoring is done for the Officers - Adhere to all Quality metrics set for the unit - Ensure calibrations are conducted with internal and external stakeholders - Identify improvement areas and provide action plan for Officers/Unit - Reduce repeated errors of officers - Provide RCAs for internal stakeholders - Provide feedback to officers for errors committed - Conduct Quality sessions for new hire officers - Conduct huddles to share details of errors and areas of improvement **Customer (Both Internal External)** - Escalation handling - Co-ordinate with internal business teams for latest product knowledge to ensure officers are providing right information to customers **Internal Process** - All report to be published as per timeline with accuracy - Checker activities are handled within timelines as defined - Ensure officers have the latest product updates/knowledge - Call listening activities conducted as defined - Product knowledge dip checks are conducted - Ensure mystery calls are conducted to identify gaps - Ensure knowledge Dip checks are done regularly **Innovation Learning** - Ensure adherence to training man-days/ mandatory training programs for self - Ensure goal-setting, mid-year review and annual appraisal process within specified timelines for self - Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank. - Mentor officers MINIMUM REQUIREMENTS OF KNOWLEDGE SKILLS **Educational** Qualifications - Graduate/ Post Graduate (Any Stream) Experience (Years and Core Experience Type) - 2-3 years of work experience as a tele caller/Phone Banking officer - Internal employees can also apply Certifications - NA **Functional Skills** - Excellent Verbal and Presentation skills - Decision Making: Situation based team handling as well as customer resolution will be a key challenge. - Communication Skills: Motivation and team bonding requires efficient communication skills - Project Handling.