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 :-

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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