Contact Centre Quality Analyst
CITIBANK UAE
Total years of experience :18 years, 10 Months
• Monitor required number of calls daily as decided by the management.
• All calls below 85% to be communicated to individual CPOs and their supervisors with improvement actions suggested within one week of the call being monitored.
• Formally document all feedback with signatures of both CPO and QA and entered into the CPOs file within 1 week.
• Provide job coaching for CPOs.
• Monitor CPO progress by doing daily service and sales call observations and train CPOs based on the observations done.
• Provide timely feedback to the Centre Manager on staff issues, systems and customer issues.
• Give feedback on staff performance and ensure that inputs from the management are used for development and improvement of call centre performance.
• Provide feedback on training requirements to the trainer.
• Conduct training for existing agents and new hires.
• Perform day2 check by monitoring calls for funds transfer of consumer and corporate customers.
• Perform voice match of previous incoming calls of customer for funds transfer exceeding 150, 000USD.
• Ensure to highlight discrepancies of voice match to Fraud & Risk Management Unit for further investigation.
• Handle / Send training messages to Citiphone after coordinating with other department for new promos; processes and procedures of the bank.
• Prepare memos for new Citiphone processes.
• Monitor Non-FCR calls and provide necessary feedback to agent.
• Help/Assist CPOs by floor walking in cases of service pressure.
• Log in to calls to support the floor in cases of service pressure.
• Provides high quality customer service by executing account holders and credit card customers request over the phone like fund transfer, additional account opening, booking of Time Deposits, give details of bank statement, activate and replace debit / credit cards, provides details of latest promotions, points, miles and daily exchange rate and pro-active cross selling.
• Handle customer queries and complaints and identify potential customers’ opportunities to deepen customer relationships in minimum time frame.
• Evaluate resources available to assist customer.
• Achieve established standard quality, productivity and availability as per goals and proficient on all the products offered by the bank and always abreast with any new changes.
• Ensure customers are well attended and properly addressing their concerns/queries the first time they call (FCR).
• Raising and managing ECCMS (Electronic Clients Complaints)
• Callback customer with regards to their complaints if resolved or will ask for more information needed to resolve the case.
• In Charge of Branch Operations: Customer Service, Clearing Operation, Compliance & Control, Supervisory functions on Vault & ATM operations, Housekeeping and other related functions that may require for the fulfilment of our customers.
• Conducts Risk & Control Self Assessment - RCSA on a quarterly basis.
• Prepares monthly report of the 36 branches.
• In charge in monitoring of cash requests and transfers of 12 provincial branches with our depository bank.
• Compile and analyze financial information to prepare entries to accounts, such as general ledger accounts, and document business transactions.
• Resolve accounting discrepancies.
• Prepare and review annual budget of the branch.
• Monitor overages & shortages of tellers.
• Perform Vault and ATM audits with a zero error rate on daily basis
• Monitors billing statements & invoices (Telephone bills, electric bills, building rental, office supplies, etc.) of the branch.
• Interact with internal and external auditors in completing audits.
• Handles 2nd level interview of new applicants for teller position.
• Perform tellers' appraisal on a semi-annual basis.
• In Charge of Branch Operations: Customer Service, Clearing Operation, Compliance & Control, Supervisory functions on Vault & ATM operations, Housekeeping and other related functions that may require for the fulfilment of our customers.
• Conducts Risk & Control Self Assessment - RCSA on a quarterly basis.
• Prepares monthly report of the 36 branches.
• In charge in monitoring of cash requests and transfers of 12 provincial branches with our depository bank.
• Compile and analyze financial information to prepare entries to accounts, such as general ledger accounts, and document business transactions.
• Resolve accounting discrepancies.
• Prepare and review annual budget of the branch.
• Monitor overages & shortages of tellers.
• Perform Vault and ATM audits with a zero error rate on daily basis
• Monitors billing statements & invoices (Telephone bills, electric bills, building rental, office supplies, etc.) of the branch.
• Interact with internal and external auditors in completing audits.
• Handles 2nd level interview of new applicants for teller position.
• Perform tellers' appraisal on a semi-annual basis.
• Ensures that service standards of the unit are met and Key Performance Indicators are consistently passed. Identifies and implements measures to ensure superior, seamless servicing of customers and higher levels of efficiency. Ensures proper implementation and compliance of Cluster group with policies, procedures, control measures for cash, service and tellering functions. Reviews productivity MIS and maximizes unit’s capacity for higher levels of efficiency. Develop and execute process improvements to increase productivity and efficiency. Reinforce CSO/CSR’s strengths and assess areas for improvement through timely and constructive feedback and regular coaching sessions. Establish close coordination with RBB Area heads and provide user inputs for enhancements with the purpose of improving service delivery and direct cost savings to the bank. Handles critical situations in the branch and makes decisions accordingly. Keeps Branch Services Head informed on critical service, operation and control matters. Handles 6 Branches, in terms of Operations, People Management, Compliance & Controls, and Customer Service.
• In Charge of Branch Operations: Customer Service, Clearing Operation, Compliance & Control, Supervisory functions on Vault & ATM operations, Housekeeping and other related functions that may require for the fulfilment of our customers.
• Responsible for assisting the Branch Manager in directing branch operations involving deposits, cashiering and related recording functions.
• Acts as custodian of cash and exercises direct supervision over the whole operations of the branch in coordination with other branch officers.
• Monitor overages & shortages of tellers
• Custodian & prepares reimbursements of petty cash fund of the branch
• Interact with internal and external auditors in completing audits.
• Handle telephone/branch inquiries on banking products including checking; savings; loans; insurance products and line of credits
• Pulls out daily branch reports
• Responsible for assisting the Branch Manager and the Branch Cash Officer in promoting and marketing branch/bank products and services; and in branch accounts handling i.e., receiving deposits for all types of accounts, paying checks and withdrawals from deposit accounts, and receiving miscellaneous payments for loans, bills of various merchants
• Rapidly and efficiently prepare customer and ATM cash and change orders
• Organize, stocked and maintain the teller window area
• Collect member loan payments
• Sold cashier's checks; travelers checks and money order
• Handle wire transfer; stop payment and account transfer requests
• Process exchange and foreign currency
• Advise clients on mortgage; car and personal loans
• Handle telephone inquiries on banking products including banks accounts; loans; insurance products and line of credits
• Responsible for assisting the Branch manager and the Branch Cash Officer in promoting and marketing branch/bank products and services and in ensuring that branch accounts (especially new accounts ) processing and documentation are accurately and efficiently undertaken.
• Attend to branch administration matters such as branch correspondences and supplies monitoring.
• Advise clients on mortgage; car and personal loans
• Handle telephone inquiries on banking products including checking; savings; loans; insurance products and line of credits