AVC:Quality Analyst

About Axis Virtual Centre:

Axis Virtual Centre engages with the Axis Bank customers and prospects, virtually, through digital media to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross sell and upsell. The Axis Virtual Centre supports the respective Line of Business to achieve and exceed dial targets through effective use of communication skills and envisages to provide a differential customer experience.

About the Role:

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:

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

Role Proficiencies:

For successful execution of the job, the candidate should possess the following:

Knowledge of:

• Banking Domain
• Quality Assurance processes

Skills

• 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

Ability to:

• Understand, interpret, and communicate with data
• Manage multiple priorities
• Work as a part of team and contribute towards team goals
• Multi-task

#ComeAsYouAre "We are dil se open. Women, LGBTQIA+ and PwD candidates of all ages are encouraged to apply"