Quality Analyst

Job Requirements

Job Title – Quality Analyst

Function/Department - Retail Liabilities and Retail Assets

Job Purpose:

To support and fulfil service delivery management through effective quality measurement systems of the bank 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.