Quality Analyst
IDFC FIRST Bank
Date: 2 weeks ago
City: Hyderabad, Telangana
Contract type: 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.
Responsibilities
Roles & Responsibilities:
Experience: Minimum 5+ years in Service Quality
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.
Responsibilities
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.
Experience: Minimum 5+ years in Service Quality
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Accountant - Food Controller
HYATT Hotels,
Hyderabad, Telangana
2 days ago
Organization- Hyatt HyderabadSummaryYou will be responsible to assist with the efficient running of the department in line with Hyatt International's Corporate Strategies and brand standards, whilst meeting employee, guest and owner expectations. The Accountant is responsible to ensure the smooth and efficient running of the accounting functions within the Accounting DepartmentQualificationsIdeally with a relevant degree or diploma in Finance, Commerce...
Assistant Manager - Sourcing and Procurement-HIG006545
Genpact,
Hyderabad, Telangana
3 days ago
With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.Inviting applications for the role of Assistant Manager – ProcurementThe...
Analyst - Supplier Risk Management
Franklin Templeton India,
Hyderabad, Telangana
6 days ago
At Franklin Templeton, we’re driving our industry forward by developing new and innovative ways to help our clients achieve their investment goals. Our dynamic and diversified firm spans asset management, wealth management, and fintech, offering many ways to help investors make progress toward their goals. Our talented teams working around the globe bring expertise that’s both broad and unique. From...