Barclays Off Campus Recruitment | Quality Analyst – Fresher / Experienced
Qualifications
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Graduate or Diploma from a reputed Institute or University in any discipline (BA, B.Sc, B.Com, BBM, BHM etc.)
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Prior work experience in Customer Service and/or Chat/Voice-based organization preferred. Excellent track record during past work experience
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Good exposure to Banking Operations
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Analytical skills, hands on experience of MS office.
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Prior experience in customer facing and/or back end operations / investigations role
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Strong communication skills – verbal and written
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Ability to drive performance & achieve results, think on your feet/use initiative & assume responsibility/take ownership
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Numerical ability – able to analyse performance metrics and calculate performance and financial benefit
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Strong analytical and data interpretation skills
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Enthusiastic, motivated, self-starter, pro-active and a team player
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Strong interpersonal skills
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Willingness and ability to take ownership of issues and manage through to a successful resolution
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Assertiveness, tenacious and control focused
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Expected to take accountability/responsibility of deliverables
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Providing innovative judgement which can be contributed as part of the decision making process
Your Roles & Responsibilities:-
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Independently audit the QC, Complaints, RBM & NPS quality of front-line advisor chat/calls and monitor various controls, measuring against procedures and defined scorecards
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Attend regular benchmarking sessions with Team Leaders to ensure that monitoring standards and controls and checks are understood and that calls are consistently assessed.
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Where appropriate, drive performance by holding one-to-one sessions with Team Leaders or Contact Centre Managers, feeding through any advisor coaching requirements.Implement adequate reporting mechanisms and control measures for all quality initiatives
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Identify opportunities for improvement and support implementation based on results and findings of quality monitoring.
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Review contact center communications (e.g. Daily Bulletins, feedback from Team Leaders) to identify issues and impacts that could be avoided or reduced; work with line manager to progress solutions
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Complete QC/Complaint/Detractor/Risk Based Monitoring timely & raise any risk/Issues identified real time.
To apply for this job please visit search.jobs.barclays.