Quality Analyst- Investment Banking

3 weeks ago

Gurugram, India Coforge Full time

Key Skills required

  • Experience of Banking & Financial Services (Wealth Management) domain with exposure to Transaction Quality
  • Effective professional verbal and written communication skills and solid presentation skills.
  • Demonstrable strong Leadership capabilities and Interpersonal skills
  • Should have good Analytical and Problem Solving Ability
  • Must be self-motivator and self-starter
  • Focus on quality and customer service
  • Must be proactive in raising alarm in case the compliance standards are not met
  • Strong Analytical and Reasoning ability with time management skills
  • Must be able to effectively deal with people at all levels inside and outside of the Company
  • Ability to multitask and successfully operate in a fast paced, team environment
  • Must adapt well to change and successfully set and adjust priorities as needed
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel)
  • Ability to remain patient at all times with both new and existing staff
  • Problem analysis and problem solving
  • Planning and organizing
  • Decision-making skills



Experience and Qualifications


Academic Qualifications & Certifications


  • Graduate in Finance/Accountancy/Economics/Statistics.
  • Should have 2 Years of experience in the BFS Domain – Preferably Investment or Wealth Management activities – Performance Measurement and Client Reporting, Statement Reporting, Trade Settlements, Income Processing etc. as a QA role.
  • Certification in Capital Markets / Investment Banking / Asset & Wealth Management would add advantage.


Roles and Responsibilities


  • Review and identify common problem areas that require focus and assign tasks, accordingly, ensuring effective RCA and CAPA to improve Accuracy scores
  • Manage team workload; ensure all Issues, problems and requests are prioritized, assigned, resolved, or acted on in a timely manner; ensure all problems have root cause identified where possible
  • Drive 100% adherence to QAD requirements
  • Develop evaluation programs that enhance the customer center output.
  • Identify root cause of the problems, possible solutions and provide actionable insight for Performance Improvement.
  • Participation in designing/revisiting of transaction monitoring formats and quality standards.
  • Identifying the changes and actions we need to make in quality, policy and agent behavior
  • Performing monitoring and providing observations around trends to leadership team
  • Monitoring back-office transactions, email responses etc., to assess team member’s performance and compliance to company policies and procedures
  • Building/utilizing quality monitoring data management system to compile and track performance at a team and individual level.
  • Conducting Calibration & Coaching sessions to ensure all the departments are calibrated on what constitutes a quality contact.
  • Coaching agents on Quality Procedures and Policies. (Conducting group huddles for Update Dissemination and One to One coaching and feedback session)
  • Participating in various monitoring exercises to identify customer needs and expectations.
  • Coordinating and facilitating internal calibration sessions with the operations and training department and conducting knowledge assessments for the team
  • Performing all activities as defined in the quality approach document
  • Identifying opportunity areas and sharing feedback/conducting Root Cause Analysis (RCA) to unearth possible solutions and provide actionable insight for performance
  • improvements., keeping strong documentation
  • Open to work in night shift (US Shift)
  • Preferred – Prior transaction monitoring experience

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