Job Description

:AxisPhone: Quality/Control/Day 2/CX - Analyst
INTERNAL USAGE:
No. of Vacancies: Reports to: AxisPhone: Call Quality Lead
Is a Team leader? No Team Size:
Grade: Manager/Senior Manager
Business: Retail Operations Department:\xef\xbf\xbd Axis Phone Sub-Department: Axis Phone
Location: Mumbai/Gurugram
About Axis PhonesAxis 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\xef\xbf\xbd 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\xef\xbf\xbds customer service operations,- Collaborating with other departments to ensure that customer service standards are met,- Keeping up to date with changes in the bank\xef\xbf\xbds 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.
QualificationsOptimal qualification for success on the job is:\xef\xbf\xbd Graduate or Post-graduate from a recognized institution\xef\xbf\xbd 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 \xef\xbf\xbd 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 environmentSkills:Refer to the About Company:Axis Bank is the third largest private sector bank in India. The Bank offers the entire spectrum of financial services to customer segments covering Large and Mid-Corporates, MSME, Agriculture and Retail Businesses. The Bank has a large footprint of 4,594 domestic branches (including extension counters) with 11,333 ATMs & 5,710 cash recyclers spread across the country as on 31st March, 2021. The Bank has 6 Virtual Centres and has over 1500 Virtual Relationship Managers as on 31st March 2021.The Overseas operations of the Bank are spread over eight international offices with branches at Singapore, Dubai (at DIFC) and Gift City-IBU; representative offices at Dhaka, Dubai, Abu Dhabi, Sharjah and an Overseas subsidiary at London, UK. The international offices focus on Corporate Lending, Trade Finance, Syndication, Investment Banking and Liability Businesses

Axis Bank