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Barclays Interview 2024 Details :
Barclays Placement Job 2024 Batch Eligibility Criteria :
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
How to Apply for Barclays Interview Drive 2024 ?
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