AxisPhone:VKYC Quality Analyst
2 days ago
Job Description
AxisPhone:Quality Analyst
INTERNAL USAGE:
No. of Vacancies: 1 Reports to: PBC: Quality Manager
Is a Team leader No Team Size: NA
Grade: Assistant Manager, Deputy Manager
Business: Retail Banking Department: AxisPhone Sub-Department: Quality Team
Location: Mumbai, Noida, Ahmedabad, Kolkata, Bangalore and Hyderabad
About AxisPhone
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AbouttheRole
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Key Responsibilities
- Responsible for reviewing and auditing telephone interactions along with reviewing and investigating customer Transaction Monitoring (as per defined SOPs)
- Provide constructive feedback to teams on the call audit observations, providing recommendations to improve their performance
- Provides structured and timely recommendations to Quality Manager, Leadership, operations, analysts and MIS teams
- Performs mock calls with new hires post-training to determine readiness for moving into support
- Develops and conducts targeted group coaching sessions for analysts that address deficiencies and/or improvement opportunities.
- Partner with key stakeholders to ensure alignment with quality objectives, and calibration of evaluative scoring of calls
- Uses relevant quality tools to gather data and analyze trends or patterns affecting quality
- Collaborates with call quality team members, front end operations teams and product stakeholders to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
- Maintains high delivery standards in performing his duties, ensuring accuracy and on time delivery
- Stays updated on all required skills for the job, especially domain knowledge, competition benchmarking and latest news on the financial sector
Qualifications
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Role Proficiencies:
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