Service Quality Analyst - Banking

Sky-Analyst-Service Quality-Sky Channel-Service Quality

As a Sky-Analyst, you will be responsible for conducting thorough analyses and reviews of our bank's products and services. Your expertise will be instrumental in identifying areas for improvement and ensuring that our offerings align with the bank's quality standards and customer needs. You will collaborate closely with various teams to implement enhancements and drive continuous improvement.

• Conduct comprehensive analyses and reviews of the bank's products and services to identify areas of improvement.
• Collaborate with cross-functional teams to implement quality enhancements and ensure alignment with customer expectations.
• Develop and maintain quality standards and guidelines for the bank's services, ensuring consistency and excellence.
• Monitor and evaluate customer feedback and market trends to identify emerging quality issues and opportunities for improvement.
• Conduct root cause analyses for quality issues and develop effective solutions to prevent their recurrence.
• Stay updated with industry best practices and emerging trends in quality assurance and customer experience.
• Provide regular reports and insights to stakeholders, highlighting quality performance and areas for improvement.
• Support the development and implementation of quality assurance processes and tools to enhance efficiency and effectiveness.
• Mentor and guide junior quality analysts, fostering a culture of continuous learning and improvement.

• Bachelor's degree in Business Administration, Quality Management, or a related field.
• Minimum 3 years of experience in a quality analyst or quality assurance role, preferably in the banking or financial services industry.
• Strong analytical and problem-solving skills, with the ability to identify trends and patterns in data.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
• Proficiency in using quality assurance tools and techniques, including statistical analysis and root cause analysis methods.
• Familiarity with industry regulations and standards related to quality assurance in the banking sector.
• Ability to work independently and manage multiple projects simultaneously, prioritizing tasks effectively.
• Strong attention to detail and a commitment to delivering high-quality work.
• Proficiency in Microsoft Office suite, particularly Excel and PowerPoint, for data analysis and reporting.
• Willingness to continuously learn and adapt to new quality assurance methodologies and technologies.

Experience Level

Mid Level