Quality Analyst-Cross Sell COE
IDFC FIRST Bank — Thane, THANE
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Job Description
Job Requirements About the Role
The Quality Analyst – Cross Sell COE is responsible for evaluating internal service quality across retail banking channels and campaigns. The role involves identifying opportunities for process improvement, enhancing customer experience, and collaborating with various teams to drive performance improvements.
Key Responsibilities
Primary Responsibilities
- Measure internal service quality based on predefined criteria for channels and campaigns.
- Record and publish performance scores to all stakeholders.
- Collaborate with Business, Operations, and Training teams to improve performance for the bottom quartile population.
- Identify opportunities for process improvement to support frontline teams and enhance customer experience and sales.
- Drive implementation of tactical actions derived from Net Promoter Score (NPS) insights across channels.
- Ensure smooth execution of daily service quality evaluations using internal and external resources.
- Improve customer service delivery in alignment with the bank’s defined service attitude.
Secondary Responsibilities
- Drive or participate in cross-functional projects aligned with the bank’s 'Customer First' objective.
- Represent the customer within the organization by influencing and collaborating with stakeholders on transformational initiatives to improve customer experience.
What We Are Looking For
Education
- Graduate degree in any discipline (preferred: Business Administration, Banking, or related fields).
Experience
- Prior experience in quality analysis, customer experience, or service delivery within the banking or financial services sector is preferred.
Skills and Attributes
- Strong analytical and evaluation skills.
- Excellent communication and stakeholder management abilities.
- Ability to collaborate across teams and drive performance improvements.
- Customer-centric mindset with a focus on service excellence.
- Proficiency in using performance tracking tools and reporting systems.
Frequently Asked Questions
What are the eligibility criteria for the Quality Analyst-Cross Sell COE job at IDFC FIRST Bank?
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 0-2 Years years of relevant experience expected for this role.
What are the primary responsibilities of a Quality Analyst-Cross Sell COE at IDFC FIRST Bank?
The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a Quality Analyst-Cross Sell COE at IDFC FIRST Bank.
Is prior experience required for this position?
This role requires around 0-2 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.
What skills are important for this role?
Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.
How do I apply for the Quality Analyst-Cross Sell COE role at IDFC FIRST Bank?
You can apply directly using the Apply Now button on this page, which will take you to IDFC FIRST Bank's application process for this role.
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