Quality Analyst

2 months ago

Noida, India IDFC FIRST Bank Full time

Job Title – Quality Analyst

Function/Department - Retail Liabilities and Retail Assets

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

Roles & Responsibilities:

A strong service quality professional – measuring and driving – 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 – 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: Graduation:

Experience: Minimum 5 to 10 years in Service Quality

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