Barclays Off Campus Recruitment | Quality Analyst – Fresher / Experienced | Apply Now

  • Full Time
  • Anywhere

Barclays Off Campus Recruitment | Quality Analyst – Fresher / Experienced

  • Job Position: Quality Analyst
  • Job Location: Delhi/Noida, India
  • Salary Package: As per Company Standards
  • Full/Part Time: Full Time
  • Req ID: 90382644
  • Education Level: Grdauation


  • Graduate or Diploma from a reputed Institute or University in any discipline (BA, B.Sc, B.Com, BBM, BHM etc.)
  • Prior work experience in Customer Service and/or Chat/Voice-based organization preferred.  Excellent track record during past work experience
  • Good exposure to Banking Operations
  • Analytical skills, hands on experience of MS office.
  • Prior experience in customer facing and/or back end operations / investigations role
  • Strong communication skills – verbal and written
  • Ability to drive performance & achieve results, think on your feet/use initiative & assume responsibility/take ownership
  • Numerical ability – able to analyse performance metrics and calculate performance and financial benefit
  • Strong analytical and data interpretation skills
  • Enthusiastic, motivated, self-starter, pro-active and a team player
  • Strong interpersonal skills
  • Willingness and ability to take ownership of issues and manage through to a successful resolution
  • Assertiveness, tenacious and control focused
  • Expected to take accountability/responsibility of deliverables
  • Providing innovative judgement which can be contributed as part of the decision making process

Your Roles & Responsibilities:-

  • Independently audit the QC, Complaints, RBM & NPS quality of front-line advisor chat/calls and monitor various controls, measuring against procedures and defined scorecards
  • Attend regular benchmarking sessions with Team Leaders to ensure that monitoring standards and controls and checks are understood and that calls are consistently assessed.
  • 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
  • Identify opportunities for improvement and support implementation based on results and findings of quality monitoring.
  • 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
  • Complete QC/Complaint/Detractor/Risk Based Monitoring timely & raise any risk/Issues identified real time.

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