Quality Analyst

• I.ROLE PURPOSE & OBJECTIVE

• objectives. Feedback shared with officers should increase the efficiency through behavior
• modification and enhance the quality of service to customers.

-QA is responsible for meeting and exceeding established quality standards expected by the Bank through monitoring, inspecting and proposing measures for continuous improvement and excellence.

-Detail-oriented with excellent analytical ability to analyze trends, identify scope and suggest suitable solutions and train in order to establish consistency in service standards, improvise processes to provide best in class service.

II.KEY DUTIES & RESPONSIBILITIES OF THE ROLE

(These responsibilities are representative and the role holder is also responsible for any other job assigned by the superior authorities from time to time. This section in not intended to be an exhaustive listing of all activities done by the role holder. It should capture only the key deliverables and responsibilities of the role)

• -Monitor, evaluate and score calls against established quality assurance instruments and standards

-Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards

• -Conduct calibration sessions, employee feedback, coaching and training sessions.
• -Provide email updates and process roll outs, conduct dip checks etc., to assess any knowledge gaps
• -Acts like an internal auditor to ensure adherence to quality standards and the standard operating procedures
• -Ensure proper application of and compliance with internal and regulatory standards, guidelines and procedures

-Share performance data drawn from quality monitoring and review with team to identify potential training needs. Conduct / Lead training sessions

• -Provides performance expectations, action plans and development plans to improve call quality
• -Provides accurate and timely reports
• -Assists in the maintenance of service levels by providing floor support coverage as needed
• -Participate on projects and all other duties as assigned
• -Analyze performance from quality assurance data and communicate trends to Management
• -Perform analysis to reduce and mitigate errors and lapses

-Prepare, review and document all manuals, SOP??s, SOW??s, Circulars etc., for all products and processes to meet and comply with audit requirements

-Performance evaluation of the bottom quartile performers and actively coach employees on Performance Improvement Plan to scale up their performance

-Handle RCA??s, escalations and statistical analysis and proactively lookout for opportunities for enhancements and develop skills.

• III.MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS
• Educational
• Qualifications
• Graduate in any discipline
• Experience(Years and Core Experience Type)
• 2 -3 years of proven experience as a Quality Analyst or similar experience in Banking industry
• Certifications

• Relevant training and/or certifications as a Quality Analyst

• Functional Skills
• Banking Knowledge

• Proficient with Microsoft Office Suite or related applications

Technical Expertise

• Excellent communication skills, both written and verbal

• Strong interpersonal skills
• Extremely organized and detail-oriented
• Scheduling and Time Management
• Good People Management Skills
• Critical Thinking and Problem Solving

• Competencies

• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Meticulous attention to detail