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Quality Manager- NRI business (In a reputed Private banking company)

Job Description

Department/ Circle:- Outbound Contact Center Type of Vacancy:- Permanent No. of Vacancies:- 2 Job Title:- Quality Manager- NRI business Reporting Authority:- Head - Training and Quality- Outbound Contact Center Location:- Bangalore Brief Background of the Job ⨀ The Quality Manager position is responsible for aligning business objectives with employees and management in the OCC business. The position serves as a consultant to management on ensuring that the processes adhere to a defined quality standard in the process. The resource acts as a champion of process adherence, transaction quality. The role assesses and anticipates the quality needs of the processes, analyses defects and recommends solutions in joint consultation with Training and Business Operations. Roles and Responsibilities ⨀ Improves the sales capability of the Digital Officers/ DRM through monitoring, coaching and training on a continuous basis ⨀ Manage a team of Quality Analysts who will monitor and analyze calls on a daily basis to ensure that quality standards are met ⨀ Custodian of the OCC Quality Policy framework ⨀ Drive compliance and ensure that all process guidelines are followed effectively and appropriately ⨀ Conducts weekly meetings with respective Team Leaders / LOB Heads/ Site Heads to discuss process defects and Drivers of defects identified ⨀ Conduct Training Need Analysis for the bottom performing associates ⨀ Conducting Coaching sessions for DO/ DRM’s on a weekly and monthly basis ⨀ Publish weekly and monthly quality dashboards focusing on quality scores along with LOB wise defects and Contributing teams and Team members ⨀ Training of New Hires on Call Quality and Evaluation process as well as Quality guidelines ⨀ Root Cause Analysis / Measure Drivers of Defects and prepare remedial plans to improve bottom performing agents on the identified defects ⨀ Works closely with the complaints team to evaluate calls and Executive level / MD Level escalations – Providing RCA’s on the same Academic Qualifications Required ⨀ Graduate/ Post Graduate ⨀ Certification of Quality Control is a strong advantage - Green Belt in Six Sigma Professional Relevant Work Experience Required:- ⨀ Should have in-depth experience in retail branch banking, especially NRI/ Affluent products.Proficient in MS Office and MS Excel ⨀ Understanding of quality control procedures and relevant compliance standards of the bank ⨀ 3-4 Years in Qua

Education/Experience

Job Summary

  • Join WhatsApp Group : Jobs in Bangalore
  • Published on: 2019-09-11 23:57:29
  • Last Employer Activity: 2019-09-11 23:57:29

About the Recruiter/Company

  • Company/Recruiter Name: Recruitment Specialist ~ Ruchi Dangwal
  • Details: This is Ruchi Dangwal working with Zigsaw as a Recruitment Specialist. I specialise in recruitment for Automobile Industry PAN India + non-IT roles from Chennai, Pune roles at Zigsaw. If you are looking for Jobs in the above domain OR for any query related to the above Job, kindly reach to me on Call and WhatsApp at 8826781931 OR E-mail your resume at ruchi.dangwal@zigsaw.in

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Quality Manager- NRI business (In a reputed Private banking company) Jobs in Bangalore