Connecting Talent with Opportunity

Job Detail

BCUS Quality Analyst

Salary 7-12 Lpa

  • Noida
  • 28 Aug 2018

Consultant himanshu.gupta@elementsmanpower.com

JobRef 28-08-2018

 Your Role

·         Analysis of Call Monitoring data to identify common strengths & development areas across teams/ communities and working with the Team Manager/Operations Manager to assist with up-skilling/training initiatives to deliver improvements.

·         Supporting the Team/Community by monitoring performance during operational initiatives

·         Manage the communications and Change calendar to ensure all messages are received in a timely and efficient manner by all teams and advisors.

·         To provide support and cover in terms of process management to other Process Experts as required ensuring effective team working across the operation

·         Collating of Communication/Process Updates

·         Analysis of data outputs by individual, Team and/or Community, recommend actions for improvements to Team Manager/Operations manager, and undertake trainings/refreshers as required

·         Provision of 2-way feedback to Team Manager/Operations Manager

·         Conduct regular huddles to provide process updates and share process scores

·         Act as a back-up Team Manager in his/her absence

 

Essential Skills

·         Detailed understanding of the business operational objectives, service standards and compliance requirements

·         Knowledge of bank and product procedures and policies specifically Regulatory Compliance for products and services

·         Excellent organisational and planning skills. The role holder needs to be able to simultaneously balance the logistics of:

·         Plan the logistics of communications schedules

·         Strong interpersonal and relationship building skills to ensure Team Managers and/or Operational Manager receive quality service; Needs to be able to build relationships with operations and other related functions

·         MS Office Suite (Preferably Excel, Word & PowerPoint)

·         Broad understanding of  Contact Centre structure and staff roles.

·         US Collections experience

·         Experience of Contact Centre systems and shaping new procedures and exchanging best practice to improve advisors and customer experience

 

Desirable Skills

·         Ability to complete or advise on completion of high volume routine/non-routine tasks and prioritise accordingly.

·         Strong Product knowledge.

·         Strong coaching skills.

·         Compliance & call/case Quality exposure

·         US Collections Voice Call Quality Experience

Apply

Get in Touch

  • 101 & 101 A, 1st floor, D-Mall, Netaji Subhash Place, Pitampura, Delhi-34
  • 011- 41036660, 47075709
  • info@elementsmanpower.com