Quality Analyst-Elite Banker

IDFC FIRST Bank; Thane; On-site; INR 550,000 - 900,000; Full time

Job summary

IDFC FIRST Bank in Thane, Maharashtra, is seeking a Quality Analyst-Elite Banker to monitor VRM calls, guide closures, and ensure adherence to policies. The role collaborates with VRMs, supervisors, Product, and Cross-Sell teams to enhance customer experience and achieve business outcomes.

The position requires 2+ years in a contact center or banking environment, strong service orientation, and excellent communication.

Qualifications

• Graduation in any discipline (Full-Time).
• 2+ years in contact center or customer service, preferably banking/financial services.
• Strong understanding of customer service protocols and quality standards.
• Excellent communication and interpersonal skills; able to coach others.

Responsibilities

• Monitor and evaluate VRM calls to ensure compliance with bank policies and quality standards.
• Guide VRMs on proper call closures and service protocols.
• Ensure accurate pitching of product offerings and service details.
• Provide regular feedback and drive improvements with VRMs and supervisors.
• Collaborate with Product and Cross-Sell teams to align interactions with business goals.
• Own and enhance the customer experience delivered through the VRM Centre.
• Conduct catchment-area activities to acquire HNI customers and increase visibility.
• Support initiatives like the '1 Mn Framework' and solicit referrals.
• Work with teams to deliver banking and wealth management solutions.

Skills

Customer service excellence

Clear communication

Feedback & coaching

Cross-functional collaboration

Quality assurance & policy adherence

Education

Graduation: Any discipline (Full-Time)

Job description

Job Description:

Job Requirements

About the Role

The Quality Analyst-Elite Banker plays a critical role in ensuring excellence in customer interactions at the Virtual Relationship Manager (VRM) – Smart Banker Centre. This role involves monitoring calls made by VRMs to their portfolio customers, guiding them on proper closures, and ensuring adherence to bank policies. The Quality Analyst ensures that product and service pitches are accurate and aligned with the bank’s standards. The role requires close collaboration with VRMs, their supervisors, and cross-functional teams such as Product and Cross-Sell to enhance customer experience and drive business outcomes.

Key Responsibilities

Primary Responsibilities

• Monitor and evaluate calls made by VRMs to ensure compliance with bank policies and quality standards.
• Guide VRMs on proper call closures and adherence to service protocols.
• Ensure accurate and effective pitching of product offerings and service details.
• Engage regularly with VRMs and their supervisors to provide feedback and drive improvements.
• Collaborate with Product and Cross-Sell teams to align customer interactions with business goals.
• Own and enhance the customer experience delivered through the VRM Centre.

Secondary Responsibilities

• Conduct activities within the catchment area to acquire HNI customers and increase visibility for IDFC FIRST Bank.
• Support central initiatives such as the "1 Mn Framework" and actively seek referrals from existing customers.
• Work closely with team members and support functions to deliver comprehensive banking and wealth management solutions.

What We Are Looking For

Education

• Graduation: Any discipline (Full-Time)

Experience

• Minimum 2 years of relevant experience in a contact center or customer service environment, preferably within banking or financial services.

Skills and Attributes

• Strong understanding of customer service protocols and quality standards.
• Excellent communication and interpersonal skills.
• Ability to provide constructive feedback and coach team members.
• Collaborative mindset with the ability to work across teams.
• Customer-centric approach with a focus on service excellence and compliance.