Quality Analyst-Cross Sell COE
IDFC FIRST Bank · Thane
- Experience1–2 yrs
- SalaryNot disclosed
- Work modeonsite
- Posted3 Oct 2026
About IDFC FIRST Bank
IDFC FIRST Bank is hiring in Thane in financial services. This role looks for around 1+ years of experience.
Skills
- Net Promoter Score
- performance tracking tools
- reporting systems
The role
A Quality Analyst at a retail banking organization. Evaluates customer experience across banking channels and campaigns, applies Net Promoter Score insights, and identifies process improvements for frontline service and sales. Also uses performance tracking tools and reporting systems.
Full job description
Job Requirements
About the Role
The Quality Analyst – Cross Sell COE is responsible for evaluating internal service quality across retail banking channels and campaigns. The role involves identifying opportunities for process improvement, enhancing customer experience, and collaborating with various teams to drive performance improvements.
Key Responsibilities
Primary Responsibilities
Measure internal service quality based on predefined criteria for channels and campaigns.Record and publish performance scores to all stakeholders.Collaborate with Business, Operations, and Training teams to improve performance for the bottom quartile population.Identify opportunities for process improvement to support frontline teams and enhance customer experience and sales.Drive implementation of tactical actions derived from Net Promoter Score (NPS) insights across channels.Ensure smooth execution of daily service quality evaluations using internal and external resources.Improve customer service delivery in alignment with the bank’s defined service attitude.
Secondary Responsibilities
Drive or participate in cross-functional projects aligned with the bank’s 'Customer First' objective.Represent the customer within the organization by influencing and collaborating with stakeholders on transformational initiatives to improve customer experience.
What We Are Looking For
Education
Graduate degree in any discipline (preferred: Business Administration, Banking, or related fields).
Experience
Prior experience in quality analysis, customer experience, or service delivery within the banking or financial services sector is preferred.
Skills and Attributes
Strong analytical and evaluation skills.Excellent communication and stakeholder management abilities.Ability to collaborate across teams and drive performance improvements.Customer-centric mindset with a focus on service excellence.Proficiency in using performance tracking tools and reporting systems.