Quality Analyst

Idfc First Bank Limited; Hyderabad; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Idfc First Bank Limited in Hyderabad is seeking a Quality Analyst to strengthen service delivery through robust quality measurement systems across banking channels.

You will lead audits, drive improvements in NPS/FCR/OSAT metrics, and coordinate training needs while ensuring regulatory compliance and a pristine control environment.

Qualifications

• Bachelor's degree in engineering/technology or related fields.
• Minimum 5+ years experience in service quality.
• Strong understanding of customer satisfaction metrics.
• Experience in banking or call center quality preferable.

Responsibilities

• Measure and drive NPS, FCR, OSAT, RSAT, and FCR.
• Conduct quality audits, provide feedback and corrective actions.
• Coordinate call evaluation and calibration schedules.
• Support improvements across phone and branch experiences.
• Identify training needs from quality audits.
• Suggest process improvements for efficiency and customer satisfaction.
• Advise senior management on customer relationship enhancements.
• Ensure compliance with applicable regulations and control environment.
• Track customer satisfaction and take corrective actions.

Skills

Service quality

NPS measurement

Call evaluation

Quality audits

Continuous improvement

Education

Bachelor's degree or equivalent

Job description

Job Description

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