Axis Bank Careers Kolkata Hiring For Quality Analyst

Job Id: 20200728012

Company: Axis Bank

Job Role: Quality Analyst

Experience: 2-5 Years

Qualification: Graduate / MBA

Job Location: Kolkata

Salary: Best in Industry

Vacancies: 1


Job Description Axis Bank Careers Kolkata Hiring For Quality Analyst in July 2020:

The role of a Quality Analyst is to evaluate and score customer interactions with the aim of identifying key behaviors that drive sales and improve customer experience. The role requires the ability to drive quality outcomes by measuring and analyzing trends, coaching and improving the Virtual Relationship managers/ Officers.

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 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


Optimal qualification for success on the job is:
Graduation from recognized university
Exposure to BFSI and/or contact center services
Experience in Outbound Sales preferred


MS Office skills
Good analytical skills
Excellent problem-solving skills with attention to detail
Good written and oral communication skills
Planning and organization skills
Good interpersonal skills

Apply for Axis Bank Careers Kolkata Hiring For Quality Analyst in July 2020:

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