Kiran Pala

• Educate sellers on the process of packing/ shipping the orders received on their account.
• Acting as a mediator between the sellers and the courier company to ensure all orders are collected and delivered within the agreed TAT.
• Ensuring that the sellers account is up-to-date in terms of listings.
• Responsible for cancelling all orders that are beyond the handling time provided to sellers.
• Trained on making the Order Management and Cancellation Report for the team.

• Conducting mystery shopping within all Branches and SSC to ensure maintenance of quality services to our valued customers which includes spot checks of the branch.
• Conduct mystery calls at the retail and commercial call centre to ensure we provide good service.
• Conduct quality checks on the telesales division (Barclaycard and Assets) to ensure that the relevant product is being sold in the right manner.
• Conduct quality checks on the complaints division to ensure that the complaints are being handled in the right manner and within the TAT.
• Conduct quality checks on the retail service centre to ensure that they understand what is expected from them, as well as how can they exceed expectations.

• Conducting mystery shopping within all Branches and SSC to ensure maintenance of quality services to our valued customers which includes spot checks of the branch.
• Conduct mystery calls at the retail and commercial call centre to ensure we provide good service.
• Conduct mystery meetings with the Sales Officers to ensure that the service provided to the customers is up to the mark.
• Conduct quality checks on the telesales division (Barclaycard and Assets) to ensure that the relevant product is being sold in the right manner.
• Conduct quality checks on the complaints division to ensure that the complaints are being handled in the right manner and within the TAT.
• To collate and consolidate customer feedback from existing and new customers. The same would then be sent and shared with management in the form of an MI where in service can be measured. The activities covered are customer experience calling and internal customer experience under which all Personal Loans, Business Installment Loans, Barclaycard, Mass and Premier Accounts products, complaints management and live call centre listening is looked into.

Job profile included handling all types of complaints received from Central Bank, politicians, solicitors, PR / Media or related to claims exceeding the country's limit, loss of legal documents, funds blocked under legal legislation, non-compliance to any local / banking codes, fraudulent activities or any accusation of miss-selling against a member of staff.

• Evaluating a random sample of calls for each and every agent.
• Preparing daily report of calls evaluated with synopsis.
• Provide one-on-one feedback to the Customer Service Officers as and when required.
• Providing Team Leaders with call synopsis for customer complaints/escalations whenever required.
• Ensure quality standards are maintained at the call centre.
• Identify training requirements.
• Establish quality as one of the KPI’s.

• Receive calls from Barclays customers in retail & Barclaycard around service enquiries in an automated contact centre environment.
• When the customer calls to complain about the service or other issues, ensure that all the details pertaining to the complaint is obtained from the customer, log all required details into the bank’s complaint management system.
• When receiving calls from customers or potential customers requesting information on the bank’s product identify the product requirement and the branch a customer would choose to deal with. Arrange for the in-branch Customer Advisor to contact the customer and follow up whether this has been done at the agreed time.