Quality Analyst
ACURA SOLUTIONS LTD
- Location
- Hyderabad, Telangana, India
- Job type
- Full-time
Required skills
- banking
- compliance
- customer service
About the role
Website:
Job details:
Key Responsibilities
Primary Responsibilities
- Monitor and evaluate calls made by VRMs to ensure compliance with bank policies andquality 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 ofcustomer service protocolsandquality standards.
- Excellent communication andinterpersonal 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.
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