Job Requirements Job Title – Quality Analyst Function/Department - Retail Liabilities and Retail Assets Job Purpose: To support and fulfil service delivery management through effective quality measurement systems of the bank through various banking channel. Roles & Responsibilities: • A strong service quality professional – measuring and driving – NPS, FCR, OSAT, RSAT and FCR • Conduct quality audits, feedback and corrective actions • Call Evaluation and Call Calibration schedule • Provide support and coordinate programs that will champion continuous improvement of end-to-end phone / branch experience and foster customer advocacy. • Maintain a central source of information to ensure high standards of service and effective liaison for the coordination of work processes and projects with other departments. • Identifying training needs basis quality audits • Ensures continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction. • Plays a pivotal role in identifying, innovating and implementing leaner service processes. • Assist the periodic review of end-to-end customer journey to identify specific touch points where service can be improved to contribute to the overall customer experience. • Underperformance Management and inputs for creating bench strength. • Identify lead projects in the unit and track ROI. • Identification of customer pain points and proposed corrective actions. • Provide strategic advice to the senior management on improving and strengthening our relationship with the customers. • Working closely with the heads of business development and business planning to make sure that business development strategies are actively coordinated. • Ensure a Pristine Control Environment – All operational risks to be assessed and mitigated, and control / audit issues actively managed to resolution. • Strong understanding of applicable regulations and compliance with the same • Track customer satisfaction via surveys and take corrective actions. Educational Qualifications: Graduation: Bachelor’s in engineering / Technology / Math’s / Commerce / Arts / Science / Biology / Business / Computers / Engineering / Management Experience: Minimum 5+ years in Service Quality