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

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. Keeps a check on any malpractices and defines actions basis severity of incidents. The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness.

�        Key Responsibilities

- Living by Axis values of customer centricity, teamwork, ownership, ethics and transparency each day & demonstrate superlative client obsession in every task assigned,

- Monitoring and evaluating customer service calls, chats, and emails handled by representatives across service queries, transactions, requests and complaints - ensuring conformance to SOP and being able to identify gaps and provide inputs to the Training team,

- 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, Defects & Complaints to identify opportunities for improvement in the bank�s customer service operations,

- 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,

- Ensuring audit readiness at all times through sound documentation and timeliness of reviews,

- Sharing call observations with Executive Response Unit for resolving customer escalations appropriately,

- Managing governance of inventory and regular MIS to seniors and other stakeholders - showcasing trends, observations and corrective actions.

Optimal qualification for success on the job is:

� Graduate or Post-graduate from a recognized institution

� 5-8 years of relevant experience

For successful execution of the job, a candidate should possess the following:

-         Growth and learning mindset,

-         Out-of-the-box thinking,

-         Initiative / going the extra mile,

-         Outstanding communication skills � both written and verbal,

-         Detail orientation,

-         Time management,

-         Critical thinking & problem solving aptitude,

-         Flexible & analytical approach,

-         Knack for coaching & mentoring,

-         Sound knowledge of banking products and services as well as banking regulations and compliance requirements,

-         Proficiency in Microsoft Office applications, especially Excel and PowerPoint,

-         Ability to work independently as well as collaboratively with teams / individuals,

-         Multitasking and working in a fast-paced and dynamic environment