Axis Bank Off Campus Drive 2024 | Experienced Recruitment | Quality Analyst
- Designation: Quality Analyst
- Deadline: Not Disclosed
- Bangalore
Axis Bank is conducting Off Campus Drive 2024. Hiring graduate candidates for Quality Analyst position. Candidates can apply online from the below details. Candidates who are interested in Axis Bank Off Campus Job Openings can go through the below to get more information.
Job Description
Company: Axis Bank
Location: Bangalore
Designation: Quality Analyst
Qualifications: BE/BTech
Experience Needed: 2-4 years
Summary: 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.
Qualifications
- Graduation from recognized university
- Exposure to BFSI and/or contact center services
- Experience in Outbound Sales preferred