Quality Analyst
- Idfc First Bank
- 1 - 3 Years
- Mumbai
- 4 years ago
- Email to a friend
- Report this job
Job Description
Job Description
Job Title - Quality Analyst
Place of work - Mumbai
Business Unit - Retail Banking
Function - Retail Liabilities and Retail Assets
Job Purpose:
To support and fulfil service delivery management through effective quality measurement systems of the bank as a whole through various banking channel.
Roles & Responsibilities:
- A strong service quality professional - measuring and driving - NPS, FCR, OSAT, RSAT and FCR
- Conduct quality audits, feedback and corrective actions
- Call Evaluation and Call Calibration schedule
- Provide support and coordinate programs that will champion continuous improvement of end to end phone / branch experience and foster customer advocacy
- Maintain a central source of information to ensure high standards of service and effective liaison for the coordination of work processes and projects with other departments
- Identifying training needs basis quality audits
- Ensures continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction
- Plays a pivotal role in identifying, innovating and implementing leaner service processes
- Assist the periodic review of end to end customer journey to identify specific touch points where service can be improved to contribute to the overall customer experience
- Underperformance Management and inputs for creating bench strength
- Identify lead projects in the unit and track ROI
- Identification of customer pain points and proposed corrective actions
- Provide strategic advice to the senior management on improving and strengthening our relationship with the customers
- Working closely with the heads of business development and business planning to make sure that business development strategies are actively coordinated
- Ensure a Pristine Control Environment - All operational risks to be assessed and mitigated, and control / audit issues actively managed to resolution
- Strong understanding of applicable regulations and compliance with the same
- Track customer satisfaction via surveys and take corrective actions
Educational Qualifications:
Graduate - Any
Post Graduate - Any
Experience:
Minimum 1-3 years in Service Quality
Employement Category:
Employement Type: Full timeIndustry: BankingFunctional Area: ManufacturingRole Category: Quality AssuranceRole/Responsibilies: Quality AnalystContact Details:
Company: Idfc First BankLocation(s): Mumbai+ View Contact
Fraud Alert to job seekers!
₹ Not Specified
Idfc First Bank
About Capital First Limited: CFL is listed on BSE and NSE (Stock Code: CFL). The company provides Mortgage loans to SMEs against pledge of property, Gold Loans to retail customers, Consumer Durable Loans, Two wheeler loans, and senior secured Wholesale loans. During the last year the company expande...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in