Job Description

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 Required -Should have in-depth experience in retail branch banking.Proficient in MS Office and MS Excel -Understanding of quality control procedures and relevant compliance standards of the bank -Excellent mathematical abilities and working knowledge of data analysis/statistical methods -Strong understanding of Selling skills- Need assessment, Rapport building, objection handling and closing keeping the sales guidelines -Should have exposure to Outbound sales processes like Cross-sell, Virtual Relationship Management processes Experience: 3-4 years required.