Barclays, a renowned name in the banking and financial services sector, is currently looking for individuals to fill the role of Quality Analyst at their Noida location. Candidates applying for this position should have a graduate degree or diploma from a reputable institute or university in any discipline, such as BA, B.Sc, B.Com, BBM, or BHM. While prior experience is not mandatory, freshers who are enthusiastic about quality analysis and possess strong analytical skills are encouraged to apply. This role presents an exciting opportunity for individuals to begin their career journey in quality analysis within a prestigious organization known for its commitment to excellence and innovation in the financial services industry.
Company Name: Barclays
Job Role: Quality Analyst
Education Required: Graduate or Diploma from a reputed Institute or University in any discipline (BA, B.Sc, B.Com, BBM, BHM etc.)
Experience Required: Freshers
Job Location: Noida
Role and Responsibilities:
- Benchmark the quality of contact centre chat/calls and provide high quality and actionable feedback to management and colleagues.
- Provide recommendations and insight to ensure a first-class quality customer experience is delivered.
- Drive performance by providing feedback to Operational Managers and individuals on performance against quality objectives and targets.
- Recognise and promote role-model NPS & quality results.
- What will you be doing?.
- 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.
Required Skills and Qualification:
- Strong interpersonal skills.
- 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.
- Skills that will help you in the role:
- 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.
