Se. Quality Analyst

Step into a role of Quality Analyst, where you will take responsibility for client service and operational execution task. You must take responsibility for controlling risk and enhancing controls in connection to your job and areas of responsibility in accordance with rules and regulations.

You may be assessed on key critical skills relevant for success in role such as:

• Proficient in MS Office (Excel, Word, PowerPoint) with strong analytical skills for reporting, data analysis, and process improvement.

• Excellent communication skills with experience in customer care, handling escalations, and ensuring service quality.

• Proven ability in people management and quality assurance, including team supervision, performance monitoring, audits, and compliance.

Desirable skills sets:

• Any AML stream related experience, preferably CDD (Client Onboarding). 

• Should have interacted with Front office and RM teams via Phone daily.

• Should be flexible for any shifts.

• Should have worked on all Risk types and individually able to classify a risk of both individual and entity client types.

• Proficiency in spoken and written English is a must.

You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This position is based out of Noida.

Purpose of the role

To determine, negotiate and agree internal quality procedures, service standards and specification to improve performance and quality directing objectives. 

Accountabilities

• Identification of industry trends and developments to implement best practice in quality assurance Services.
• Collaboration with teams across the bank to align and integrate quality assurance processes.
• Development and governance of internal quality assurance procedures, standards and specifications, and act as a catalyst for change, mitigate risks and maintain efficient operations.
• Development of reports and presentations on quality assurance performance and communicate findings to internal senior stakeholders.
• Identification of areas for improvement and providing recommendations for change in quality assurance processes and provide feedback and coaching for colleagues on these highlighted areas.
• Execution of service quality assessments to monitor the quality objectives set by the bank, and ensure they comply with regulatory requirements.
• Participation in projects and initiatives to improve quality assurance efficiency and effectiveness.
• Determination of risk based on outcome of QA reviews, flagging risks that are outside of tolerance.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.