AxisPhone: Quality AnalystINTERNAL USAGE:No. of Vacancies:1Reports to:PBC: Quality Manager

Is a Team leader?NoTeam Size:NA Grade:Assistant Manager, Deputy ManagerBusiness:Retail BankingDepartment: AxisPhone Sub-Department:Quality TeamLocation: Mumbai, Noida, Ahmedabad, Kolkata, Bangalore and Hyderabad About AxisPhone
- AxisPhone engages with Axis Banks customers and prospects, virtually, through digital media to provide a seamless experience to customers while fulfilling their service requirements and using the prospect to provide financial solutions via cross-sell and upsell.
- The Quality Assurance function at AxisPhone, ensures that processes and procedure designs are customer oriented and service delivery standards are measured and met resulting in high quality customer satisfaction, experience.
- This team conducts audits and related activities to measure adherence to process, compliance, and regulatory guidelines.
- Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities.




- Keeps a check on any malpractices and defines actions basis severity of incidents.
- The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness.

About the Role
- The role of a Quality Analyst is to evaluate and score customer interactions with the aim of identifying key behaviors that drive sales and improve customer experience. The role requires the ability to drive quality outcomes by measuring and analyzing trends, coaching and improving the Virtual Relationship managers/ Officers.

Key Responsibilities
- 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

📌 AxisPhone:VKYC Quality Analyst (Ghatkesar)
🏢 Axis Bank
📍 Ghatkesar