Job Description

Management Level HAbout EQEquiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries. EQ\'s vision is to be the leading global share registrar, offering complementary services to its client base and our values set the core foundations to our success. We are TRUSTED to deliver on our commitments, COMMERCIAL in building long term value, COLLABORATIVE in our approach and we IMPROVE by continually enhancing our skills and services.EQ India provides Information Technology Services, BPO, Marketing, Sales Support, People Services & Finance Shared services support to various EQ Group companies and clients of EQ. EQ India has 1300 employees- operating out of capability centres in Bangalore and Chennai.There has never been a better time to join EQRequested Job TitleQuality Assurance Associate \xe2\x80\x93 Customer Care CenterJob Summary:The Quality Assurance Associate is a vital member of the Customer Care Quality Assurance Team, responsible for ensuring we are delivering exceptional customer experiences with every interaction. This position monitors and evaluates the quality of customer interactions by phone, written, and email contact according to established guidelines for service delivery and risk mitigation.Job Responsibilities:

• Monitor, evaluate, and document quality performance from customer contact through various channels including phone, written, and email
• Provide quality related feedback to team members or managed resources
• Coach agents to customer care excellence
• Produce documentation summaries for service matters as requested
• Write, edit, coordinate, and publish moderately complex and/or sensitive communications related to line of business customer, compliance, or operations communication
• Maintain electronic communication site that houses all customer care center, company and business related information and instruction
• Design, build, and update information and instruction in electronic communication site
• Consult with Relationship Management, Business Support Specialists, Quality, and other key management staff to develop effective and accurate communications for posting and dissemination
• Identify communication opportunities and the design/medium/channel for execution
• Act as a subject matter expert for department and business initiatives
• Demonstrates a low tolerance for reputational, operational and financial risk
• Assist in development, implementation, and maintenance of the Quality Monitoring Program including updating materials, evaluation forms, program standards, and call audit practices based on Continual Improvement methodology, as well as identification of potential risks or inefficiencies and developing recommendations for improvement
• Research, resolve, and respond to complaints
• Provide quality related feedback to team members or managed resources

Qualification / skills required:

• Any Graduation is preferred
• 2+ years of experience in one or a combination of the following: customer service, operations, financial services, accounting, business processing, analytical, financial, clerical, or call center.

Skills, Capabilities and AttributesThe successful candidate will demonstrate the following experience, skills and behaviors:

• Strong written and verbal communication & problem solving skills
• Financial services and/or transfer agent operations experience
• Dependability to manage quality monitoring deadlines with minimal dedicated assistance from other team members
• High comprehension of risk and compliance requirements, risk mitigation measures, and regulatory compliance standards
• Ability to comprehend operational processes and their interrelationship
• Ability to work independently and multi-task
• Must be able to demonstrate exceptional customer service and display professionalism
• Team player with strong interpersonal skills and adaptability
• Strong attention to detail and accuracy skills
• Working knowledge of Microsoft Office Suite

Benefits:Being a permanent member of the team at EQ you will be rewarded by our company benefits, these are just a few of what is on offer:

• 31 days + 9 bank holidays (UK)
• Comprehensive Medical Assurance cover
• Two-way cab transport for staff working in UK & US shift
• Maternity leave of 6 months full pay, 10days paid paternity leave
• Accidental & Life cover 3 times of concerned CTC

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.

Equiniti