Quality analyst - #978363

Barclays


Date: 1 week ago
City: Delhi, Delhi
Contract type: Full time
Job Title: Quality Analyst

Location: Noida

About Barclays

Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.

Risk and Control Objective

Take ownership for managing risk and strengthening controls in relation to the work you do.

Working Flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs

Hybrid Working

Structured Hybrid Role

At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor’, days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). 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

Analysts in Quality Assurance teams are responsible to perform reviews of documents from clients so as to independently assess, whether Client Due Diligence Policy and regulatory requirements have been adhered to by the agent who has already completed the review or checking of the document. Provide recommendations and insight to ensure a first-class quality customer experience is delivered. Carry out risk based preventative checking so that customer impact is reduced as a result of quality issues identified. Ensure that case handler work carried out is in line with KYC process and standards expected and to provide agent feedback and proposed actions to address issues identified where these standards are not met. To ensure subject matter skills and knowledge are in place to carry out appropriate level risk-based QC.

Undertake proactive QC activities over and above standard checking to help identify trends and themes for proactive reviews and to be a role model for your peer group, communicate with passion and enthusiasm and embrace change as a way of working, leading by example. Communicate clearly and effectively to embed quality within teams, their business area, and the Company, taking ownership of delivery and being an advocate of quality. Build a culture that encourages continuous quality improvement. Understand and adhere to all appropriate Barclays policies and requirements to this role.

What will you be doing?


  • To review the quality of cases conducted by KYC Analysts measuring against defined procedures ensuring areas on non-adherence to procedures and remediation are highlighted
  • Take responsibility for maintaining a high standard of accurate, up-to date client information during all stages of the Client relationship, in order to protect the Bank and our Clients from financial crime.
  • Use strong communication skills to interact professionally with internal stakeholders, supporting the delivery of excellent Client service.
  • Where appropriate, drive remediation by engaging with Team Leaders and Operational Management feeding in agent training requirements
  • Use strong problem solving and team working skills to resolve complex cases, ensuring the Bank’s Policy and regulatory requirements are always met
  • Where appropriate, drive remediation by engaging with Team Leaders and Operational Management feeding in agent training requirements
  • Accurately record quality results to support reporting mechanisms and control measures
  • Identify opportunities for improvement and support implementation based on results and findings of quality monitoring
  • Ensure that QC standards are fit for purpose and cover relevant regulatory and business requirements


What We’re Looking For


  • Graduate/Post-Graduate in any discipline
  • Flexibility in hours of work and ability to work changing shifts patterns
  • Demonstrable knowledge and experience of delivering exceptional customer service
  • Knowledge of case handling procedures ideally from a financial background
  • Highly developed communication and influencing skills through multi-channels
  • Proven problem solving and decision making ability
  • Ability to break down complex issues, assimilate & analyse information and reach a conclusion
  • Collaborative approach to handling issues
  • High level of quality awareness and accuracy
  • Excellent team player


Skills That Will Help You In The Role


  • Proven QA Operational Background/Experience of working with Financial Crime - KYC
  • Preferred 3-5 years of relevant QA/QC experience
  • Knowledge of regulatory and risk requirements relating to customers.
  • Any expertise of handling Voice & Non-voice teams in Merchant operations
  • Awareness of industry recognised process automation tool sets / capabilities


Where will you be working?

Noida

Be More at Barclays

At Barclays, each day is about being more – as a professional, and as a person. ‘Be More @ Barclays’ represents our core promise to all current and future employees. It’s the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are.

Interested and want to know more about Barclays? Visit home.barclays/who-we-are/ for more details.

Purpose, Values and Mindset

We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.

Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.

Respect

We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution.

Integrity

We operate with honesty, transparency and fairness in all we do.

Service

We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.

Excellence

We champion innovation, and use our energy, expertise and resources to make a positive difference.

Stewardship

We prize sustainability, and are passionate about leaving things better than we found them.

Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive.

Empower

Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure.

Challenge

Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints.

Drive

Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.
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