About Barclays
Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.
Table of Contents
Barclays Recruitment 2024:
| Company Name | Barclays |
| Post Name | Quality Analyst |
| Salary | up to ₹5 LPA * |
| Experience | Freshers/Experience (0-2) |
| Batch | 2024 and before |
| Job Location | Delhi |
| Eligibility Criteria: | Graduate or Diploma, BA, B.Sc, B.Com, BBM, BHM |
| Last date to apply | Apply ASAP |
Risk and Control Objective
Take ownership for managing risk and strengthening controls in relation to the work you do
Working Flexibly
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.
Hybrid Working
Onsite role:
Colleagues who perform ‘onsite’ roles will spend four or five days a week working onsite, depending on the requirements of their role and business area. Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.
Introduction:
• Benchmark the quality of contact centre chat/calls and provide high quality and actionable feedback to management and colleagues.
• Provide recommendations and insight to ensure a first-class quality customer experience is delivered.
• Drive performance by providing feedback to Operational Managers and individuals on performance against quality objectives and targets
• Recognise and promote role-model NPS & quality results
What will you be doing?
• Independently audit the QC, Complaints, RBM & NPS quality of front-line advisor chat/calls and monitor various controls, measuring against procedures and defined scorecards
• Attend regular benchmarking sessions with Team Leaders to ensure that monitoring standards and controls and checks are understood and that calls are consistently assessed.
• Where appropriate, drive performance by holding one-to-one sessions with Team Leaders or Contact Centre Managers, feeding through any advisor coaching requirements.
• Implement adequate reporting mechanisms and control measures for all quality initiatives
• Identify opportunities for improvement and support implementation based on results and findings of quality monitoring.
• Review contact center communications (e.g. Daily Bulletins, feedback from Team Leaders) to identify issues and impacts that could be avoided or reduced; work with line manager to progress solutions
• Complete QC/Complaint/Detractor/Risk Based Monitoring timely & raise any risk/Issues identified real time.
What we’re looking for:
• Enthusiastic, motivated, self-starter, pro-active and a team player
• Strong interpersonal skills
• Willingness and ability to take ownership of issues and manage through to a successful resolution
• Assertiveness, tenacious and control focused
• Expected to take accountability/responsibility of deliverables
• Providing innovative judgement which can be contributed as part of the decision making process
• Desired candidate should be proactive, forthcoming with sound exposure to operations. Should have good verbal and written communication skills and process insights. Should be able to work with multiple systems & processes and have the ability to deliver within deadlines provided while working on a wide range of controls within operations. Good understanding of controls environment and various risk & controls policies and standards as well as good understanding of MS office tools.
• Strong communication skills – verbal and written
• Ability to drive performance & achieve results, think on your feet/use initiative & assume responsibility/take ownership
• Numerical ability – able to analyse performance metrics and calculate performance and financial benefit
• Strong analytical and data interpretation skills
Skills that will help you in the role:
• Graduate or Diploma from a reputed Institute or University in any discipline (BA, B.Sc, B.Com, BBM, BHM etc.)
• Prior work experience in Customer Service and/or Chat/Voice-based organization preferred. Excellent track record during past work experience
• Good exposure to Banking Operations
• Analytical skills, hands on experience of MS office.
• Prior experience in customer facing and/or back end operations / investigations role
How to Apply Barclays Recruitment 2024:
To apply for the Barclays, follow these steps:
- Click On “Apply Now” button it will redirect to official website of Barclays careers portal and navigate to the internship section.
- Search for the Performance Testing Internship opportunity and click on the apply button.
- Fill out the application form with your personal and educational details.
- Upload your resume, cover letter, and any other required documents.
- Submit your application and await further communication from the Barclays recruitment team.
Apply Now
