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HomeBatch 2019Barclays Recruitment | Analyst/Quality Analyst

Barclays Recruitment | Analyst/Quality Analyst

Barclays Career 2024 Invites Students From Various Disciplines to apply for the Position of
Analyst/Quality Analyst in  Chennai/Pune, India. Below you will find more details about what you need to know if you are Interested and Eligible

Barclays Recruitment Details :-

Company Name:Barclays
Post Name:Analyst/Quality Analyst
Salary:INR 4-10 LPA (via Glassdoor)
Degree:Bachelor’s/Graduate Degree/Diploma
Job Location:Chennai/Pune, India

Job Description & 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

Eligibility Criteria:-

  • 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.

Skills Set:-

  • 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 
  • Desired candidate should be proactive, forthcoming with sound exposure to operations. Should have good verbal and written communication skills and process insights. Should be able to work with multiple systems & processes and have the ability to deliver within deadlines provided while working on a wide range of controls within operations.  Good understanding of controls environment and various risk & controls policies and standards as well as good understanding of MS office tools.
  • 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
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