Quality Analyst-Cross Sell COE

About the Role

The Quality Analyst – Cross Sell COE is responsible for evaluating internal service quality across retail banking channels and campaigns. The role involves identifying opportunities for process improvement, enhancing customer experience, and collaborating with various teams to drive performance improvements.

Key Responsibilities

Primary Responsibilities

• Measure internal service quality based on predefined criteria for channels and campaigns.
• Record and publish performance scores to all stakeholders.
• Collaborate with Business, Operations, and Training teams to improve performance for the bottom quartile population.
• Identify opportunities for process improvement to support frontline teams and enhance customer experience and sales.
• Drive implementation of tactical actions derived from Net Promoter Score (NPS) insights across channels.
• Ensure smooth execution of daily service quality evaluations using internal and external resources.
• Improve customer service delivery in alignment with the bank’s defined service attitude.

Secondary Responsibilities

• Drive or participate in cross-functional projects aligned with the bank’s 'Customer First' objective.
• Represent the customer within the organization by influencing and collaborating with stakeholders on transformational initiatives to improve customer experience.

What We Are Looking For

Education

• Graduate degree in any discipline (preferred: Business Administration, Banking, or related fields).

Experience

• Prior experience in quality analysis, customer experience, or service delivery within the banking or financial services sector is preferred.

Skills and Attributes

• Strong analytical and evaluation skills.
• Excellent communication and stakeholder management abilities.
• Ability to collaborate across teams and drive performance improvements.
• Customer-centric mindset with a focus on service excellence.
• Proficiency in using performance tracking tools and reporting systems.