Focus on client acquisition and expansion of business to generate revenue for the organization
Monitors calls/ transactions to gauge the health of the process and shares feedback with
Unit Heads/Team Leaders
• Root cause analysis of process deviations, action plan development and resolution.
• Handle & Resolve escalated calls / issues and requests from internal and external
• Use excel data analysis and knowledge of the customer experience to prioritize critical
• Replicate best practices from other locations/processes to improve process performance
• Coordinates with operations to achieve positive quality outcome and at the same time
understanding business dynamics.
• This position is responsible for conducting quality checks to assess the health of the
business. Analyst is also required to act as a Subject Matter Expert for the team. He/she
should endeavour to minimize negative customer experiences and should highlight
issues that could lead to the same
• Monitor process adherence by comparing each task against specifications outlined in
SOPs and using fair judgment in understanding instructions provided by the Subject
Matter Experts, managers, or SOPs
• Analyze and approve daily transactions.
• Process insights documentations.