AxisPhone:Quality/Control/Day 2/Cx - Analyst

About the role

Axis Phones engages with Axis Banks customers and prospects, virtually, through the inbound contact center 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. Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities.

What you'll do

• Monitoring and evaluating customer service calls, chats, and emails handled by representatives across service queries, transactions, requests and complaints
• Providing constructive feedback to representatives and engaging in coaching front-end teams to improve their customer service
• Analyzing trends in evaluation, reviewing data, conducting root cause analysis on Quality
• Collaborating with other departments to ensure that customer service standards are met
• Keeping up to date with changes in the bank�s products, services and policies to ensure that evaluations are accurate and relevant

What you need

• 8–12 yrs of experience
• Quality control
• MS Office
• PowerPoint
• Customer service
• Problem solving
• Escalation handling
• Any graduate

Good to have

• SOP writing
• Root cause analysis
• MIS reporting
• Employee engagement
• Cross-selling