Barclays Hiring For Quality Analyst at Pune Full Time

Job Title : Quality Analyst
Location: Pune

About Barclays
Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.

Risk and Control Objective
Take ownership for managing risk and strengthening controls in relation to the work you do

Working Flexibly
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers and clients needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.

Onsite role:
Colleagues who perform onsite roles will spend four or five days a week working onsite, depending on the requirements of their role and business area. Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

Introduction:
. Benchmark the quality of contact centre chat/calls and provide high quality and actionable feedback to management and colleagues.
. Provide recommendations and insight to ensure a first-class quality customer experience is delivered.
. Drive performance by providing feedback to Operational Managers and individuals on performance against quality objectives and targets
. Recognise and promote role-model NPS & quality results

What will you be doing
. Independently audit the QC, Complaints, RBM & NPS quality of front-line advisor chat/calls and monitor various controls, measuring against procedures and defined scorecards
. Attend regular benchmarking sessions with Team Leaders to ensure that monitoring standards and controls and checks are understood and that calls are consistently assessed.
. Where appropriate, drive performance by holding one-to-one sessions with Team Leaders or Contact Centre Managers, feeding through any advisor coaching requirements.
. Implement adequate reporting mechanisms and control measures for all quality initiatives
. Identify opportunities for improvement and support implementation based on results and findings of quality monitoring.
. Review contact center communications (e.g. Daily Bulletins, feedback from Team Leaders) to identify issues and impacts that could be avoided or reduced work with line manager to progress solutions
. Complete QC/Complaint/Detractor/Risk Based Monitoring timely & raise any risk/Issues identified real time.

What we’re looking for:
. Enthusiastic, motivated, self-starter, pro-active and a team player
. Strong interpersonal skills
. Willingness and ability to take ownership of issues and manage through to a successful resolution
. Assertiveness, tenacious and control focused
. Expected to take accountability/responsibility of deliverables
. Providing innovative judgement which can be contributed as part of the decision making process
. Desired candidate should be proactive, forthcoming with sound exposure to operations. Should have good verbal and written communication skills and process insights. Should be able to work with multiple systems & processes and have the ability to deliver within deadlines provided while working on a wide range of controls within operations. Good understanding of controls environment and various risk & controls policies and standards as well as good understanding of MS office tools.
. Strong communication skills – verbal and written
. Ability to drive performance & achieve results, think on your feet/use initiative & assume responsibility/take ownership
. Numerical ability – able to analyse performance metrics and calculate performance and financial benefit
. Strong analytical and data interpretation skills

Skills that will help you in the role:
. Graduate or Diploma from a reputed Institute or University in any discipline (BA, B.Sc, B.Com, BBM, BHM etc.)
. Prior work experience in Customer Service and/or Chat/Voice-based organization preferred. Excellent track record during past work experience
. Good exposure to Banking Operations
. Analytical skills, hands on experience of MS office.
. Prior experience in customer facing and/or back end operations / investigations role

Where will you be working
Pune

Be More at Barclays
At Barclays, each day is about being more – as a professional, and as a person. Be More @ Barclays represents our core promise to all current and future employees. It’s the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are.
Interested and want to know more about Barclays Visit home.barclays/who-we-are/ for more details.
Purpose, Values and Mindset
We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.
Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.
Respect
We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone’s contribution.
Integrity
We operate with honesty, transparency and fairness in all we do.
Service
We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.
Excellence
We champion innovation, and use our energy, expertise and resources to make a positive difference.
Stewardship
We prize sustainability, and are passionate about leaving things better than we found them.
Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do our Mindset is to Empower, Challenge and Drive.
Empower
Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure.
Challenge
Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints.
Drive
Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.