AxisPhone:VKYC Quality Analyst

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.

What you'll do

• 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

What you need

• 5–8 yrs of experience
• Sales
• MS Office
• AML
• SOP writing
• MIS reporting
• Problem solving
• Any graduate

Good to have

• Employee engagement
• Cross-selling