Quality Analyst Job in Delhi at Barclays

Barclays is hiring for the role of Quality Analyst!

Responsibilities of the Candidate:

• 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 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 the line manager to progress solutions.
• Complete QC/Complaint/Detractor/Risk Based Monitoring timely & raise any risk/Issues identified in real-time.

Requirements:

• 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 for deliverables
• The desired candidate should be proactive, forthcoming with sound exposure to operations. Should have good verbal and written communication skills and process insights
• Should be able to work with multiple systems & processes and have the ability to deliver within the deadlines provided while working on a wide range of controls within operations
• Good understanding of controls environment and various risk & controls policies and standards as well as good understanding of MS Office tools
• 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 analyze performance metrics and calculate performance and financial benefit
• Strong analytical and data interpretation skills
• 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, and hands on experience with MS office
• Prior experience in customer-facing and/or back end operations/investigations role