Job Description
Role description
About Axis Virtual Centre:
Axis Virtual Centre engages with the Axis Bank customers and prospects, virtually, through digital media to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross sell and upsell. The Axis Virtual Centre supports the respective Line of Business to achieve and exceed dial targets through effective use of communication skills and envisages to provide a differential customer experience.
About the Role:
The role of a Quality Analyst is to evaluate and score customer interactions with the aim of identifying key behaviors that drive sales and improve customer experience. The role requires the ability to drive quality outcomes by measuring and analyzing trends, coaching and improving the Virtual Relationship managers/ Officers.
Key Responsibilities
- Responsible for reviewing and auditing telephone interactions along with reviewing and investigating customer Transaction Monitoring (as per defined SOPs)
- Provide constructive feedback to teams on the call audit observations, providing recommendations to improve their performance
- Provides structured and timely recommendations to Quality Manager, Leadership, operations, analysts and MIS teams
- Performs mock calls with new hires post-training to determine readiness for moving into support
- Develops and conducts targeted group coaching sessions for analysts that address deficiencies and/or improvement opportunities.
- Partner with key stakeholders to ensure alignment with quality objectives, and calibration of evaluative scoring of calls
- Uses relevant quality tools to gather data and analyze trends or patterns affecting quality
- Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
- Maintains high delivery standards in performing his duties, ensuring accuracy and on time delivery
- Stays updated on all required skills for the job, especially domain knowledge, competition benchmarking and latest news on the financial sector
Qualifications:
Optimal qualification for success on the job is:
- Graduation from recognized university
- Exposure to BFSI and/or contact center services
- Experience in Outbound Sales preferred
Role Proficiencies:
For successful execution of the job, the candidate should possess the following:
Knowledge of:
- Banking Domain
- Quality Assurance processes
Skills
- MS Office skills
- Good analytical skills
- Excellent problem-solving skills with attention to detail
- Good written and oral communication skills
- Planning and organization skills
- Good interpersonal skills
Ability to:
- Understand, interpret, and communicate with data
- Manage multiple priorities
- Work as a part of team and contribute towards team goals
- Multi-task
#ComeAsYouAre "We are dil se open. Women, LGBTQIA+ and PwD candidates of all ages are encouraged to apply"
Skills
Refer to the Job Description
Frequently Asked Questions
What are the eligibility criteria for the RB-LS:Business Development Manager - Corporate Salary Relationship job at Axis Bank?
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 1 - 3 Years years of relevant experience expected for this role.
What are the primary responsibilities of a RB-LS:Business Development Manager - Corporate Salary Relationship at Axis Bank?
The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a RB-LS:Business Development Manager - Corporate Salary Relationship at Axis Bank.
Is prior experience required for this position?
This role requires around 1 - 3 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 RB-LS:Business Development Manager - Corporate Salary Relationship role at Axis Bank?
You can apply directly using the Apply Now button on this page, which will take you to Axis Bank's application process for this role.
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