Quality Analyst-Elite Banker

Job Description

Job Requirements

About the Role

: Quality Analyst-Elite Banker **

The Quality Analyst-Elite Banker plays a critical role in ensuring excellence in customer interactions at the Virtual Relationship Manager (VRM) – Smart Banker Centre. This role involves monitoring calls made by VRMs to their portfolio customers, guiding them on proper closures, and ensuring adherence to bank policies. The Quality Analyst ensures that product and service pitches are accurate and aligned with the bank’s standards. The role requires close collaboration with VRMs, their supervisors, and cross-functional teams such as Product and Cross-Sell to enhance customer experience and drive business outcomes.

Key Responsibilities

Primary Responsibilities

Monitor and evaluate calls made by VRMs to ensure compliance with bank policies and quality standards.
Guide VRMs on proper call closures and adherence to service protocols.
Ensure accurate and effective pitching of product offerings and service details.
Engage regularly with VRMs and their supervisors to provide feedback and drive improvements.
Collaborate with Product and Cross-Sell teams to align customer interactions with business goals.
Own and enhance the customer experience delivered through the VRM Centre.

Secondary Responsibilities

Conduct activities within the catchment area to acquire HNI customers and increase visibility for IDFC FIRST Bank.
Support central initiatives such as the “1 Mn Framework” and actively seek referrals from existing customers.
Work closely with team members and support functions to deliver comprehensive banking and wealth management solutions.

What We Are Looking For

Education

Graduation: Any discipline (Full-Time)

Experience

Minimum 2 years of relevant experience in a contact center or customer service environment, preferably within banking or financial services.

Skills and Attributes

Strong understanding of customer service protocols and quality standards.
Excellent communication and interpersonal skills.
Ability to provide constructive feedback and coach team members.
Collaborative mindset with the ability to work across teams.
Customer-centric approach with a focus on service excellence and compliance.

Frequently Asked Questions

What are the eligibility criteria for the Quality Analyst-Elite Banker 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-Elite Banker 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-Elite Banker 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-Elite Banker 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.

IDFC FIRST Bank — Hyderabad, HYDERABAD