Quality Analyst-Cross Sell COE

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.

What you'll do

• 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

What you need

• Cross-selling
• Customer service
• Sales
• Communication
• BBA