Barclays Off Campus Recruitment | Quality Analyst – Fresher / Experienced

Qualifications

• 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
• 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
• Enthusiastic, motivated, self-starter, pro-active and a team player
• Strong interpersonal skills
• Willingness and ability to take ownership of issues and manage through to a successful resolution
• Assertiveness, tenacious and control focused
• Expected to take accountability/responsibility of deliverables
• Providing innovative judgement which can be contributed as part of the decision making process

Your Roles & Responsibilities:-

• 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.