AxisPhone:VKYC Quality Analyst

PBC: Quality Manager

• Responsible for reviewing and auditing telephone interactions along with reviewing and investigating customer Transaction Monitoring (as per defined SOPs)
• Provide constructive feedback to teams on the call audit observations, providing recommendations to improve their performance
• Provides structured and timely recommendations to Quality Manager, Leadership, operations, analysts and MIS teams
• Performs mock calls with new hires post-training to determine readiness for moving into support
• Develops and conducts targeted group coaching sessions for analysts that address deficiencies and/or improvement opportunities.
• Partner with key stakeholders to ensure alignment with quality objectives, and calibration of evaluative scoring of calls
• Uses relevant quality tools to gather data and analyze trends or patterns affecting quality
• Collaborates with call quality team members, front end operations teams and product stakeholders to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Maintains high delivery standards in performing his duties, ensuring accuracy and on time delivery
• Stays updated on all required skills for the job, especially domain knowledge, competition benchmarking and latest news on the financial sector