AxisPhone: Quality/Control/Day 2/CX - Analyst INTERNAL USAGE: No. of Vacancies: Reports to:AxisPhone: Call Quality Lead Is a Team leader?NoTeam Size: Grade:Manager/Senior Manager Business:Retail OperationsDepartment:�Axis PhoneSub-Department:Axis Phone Location:Mumbai/Gurugram About Axis Phones 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. About the Role � 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. Qualifications Optimal qualification for success on the job is: � Graduate or Post-graduate from a recognized institution � 5-8 years of relevant experience Role Proficiencies: 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