Quality Analyst

Role Details

We are looking for high-performing Quality Analyst to help us meet our Quality requirements by keeping our company competitive and innovative. You will be responsible for maximizing our sales team potential, crafting training plans, and auditing calls.

• Analysis/audits inbound/outbound calls to identify areas of service delivery that did not meet pre-established performance standards within the CS support /Sales teams
• Provides structured and timely recommendations; verbal and/or written feedback to the advisors.
• Conduct Calibration sessions in sync with the Delivery and QA team
• Develop, Recommend and monitor corrective and preventive actions
• Identify training requirements and coaching
• Prepare Daily/Weekly reports
• Develops and conducts briefings for the targeted group of advisors that address Service Quality deficiencies and/or improvement opportunities.
• Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all CS /Sales Support teams and sites

Education and Work Experience Requirements:

• A keen eye for Process enhancement, with knowledge and prior experience of call audits (Process Quality & Communication)
• Candidates with Sales/Lead generation backgrounds preferred.
• The ability to identify gaps and provide inputs to improve performance.
• A keen eye for detail coupled with analytical and problem-solving abilities.
• A strong will to contribute, make positive and result-oriented changes.
• Good verbal and written communication skills.
• Knowledge of quality audit tools.
• Basic level knowledge of excels reporting.
• Education and Work Experience Requirements:
• Any Graduate/Post Graduate Work Experience
• 4-6 years of relevant experience
• MS office/Data Analysis experience
• Excellent knowledge of CRM /Finacle/Process flow/ CBS
• Experience in Banking Industry will be an added advantage

If you possess the necessary qualifications and skills for this role, we invite you to apply for the position of Digital Sales Account Officer. We look forward to receiving your application and having the opportunity to discuss your suitability further.