Customer Experience Coach

Job Title: Customer Experience Coach
Location: Noida

About Barclays
Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.

Risk and Control Objective
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.

Working Flexibly
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life.

BUK & BX - All locations

Please discuss the detail of the working pattern options for the role with the hiring manager.

Introduction:

- Benchmark the quality of contact centre chat/calls and provide high quality and actionable feedback to management and colleagues.
- Provide recommendations and insight to ensure a first class quality customer experience is delivered.
- Drive performance by providing feedback to Operational Managers and individuals on performance against quality objectives and targets
- Recognise and promote role-model NPS & quality results

What will you be doing?
- Independently audit the QA, RBM & NPS quality of front line advisor chat/calls and monitor various controls, measuring against procedures and defined scorecards
- Attend regular benchmarking sessions with Team Leaders to ensure that monitoring standards and controls and checks are understood and that calls are consistently assessed.
- Where appropriate, drive performance by holding one-to-one sessions with Team Leaders or Contact Centre Managers, feeding through any advisor coaching requirements.
- Implement adequate reporting mechanisms and control measures for all quality initiatives
- Identify opportunities for improvement and support implementation based on results and findings of quality monitoring.
- Review contact center communications (e.g. Daily Bulletins, feedback from Team Leaders) to identify issues and impacts that could be avoided or reduced; work with line manager to progress solutions
- Complete Detractor/Risk Based Monitoring timely & raise any risk/Issues identified on real time basis

What we’re looking for:

- Graduate or Diploma from a reputed Institute or University in any discipline (BA, B.Sc, B.Com, BBM, BHM etc.)
- Prior work experience in Customer Service and/or Chat/Voice-based organization preferred. Excellent track record during past work experience

Skills that will help you in the role:

- Good exposure to Banking Operations
- Analytical skills, hands on experience of MS office.
- Prior experience in customer facing and/or back end operations / investigations role

Where will you be working?

Noida

Be More at Barclays
Interested and want to know more about Barclays? Visit home.barclays/who-we-are/ for more details.

Purpose, Values and Mindset

We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.
Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.

Respect
We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution.

Integrity
We operate with honesty, transparency and fairness in all we do.

Service
We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.

Excellence
We champion innovation, and use our energy, expertise and resources to make a positive difference.

Stewardship
We prize sustainability, and are passionate about leaving things better than we found them.
Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive.

Empower
Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure.

Challenge
Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adap