Location: - Home Credit India HQ Job Summary: - The current role is responsible for managing quality assurance department activities PAN India, primarily for Operations and additionally responsible for CustEx, HR, Ombuds, CRM, Marketing, Internal audit, Security etc for all customer related issues and internal investigations. Role requires for designing and implementation of smart quality logics and sampling, planned and unplanned audits, maintaining quality standards and improve process performance lacking on quality. This further involves calibration on processes and calibrating quality function and business on regular basis. Job Responsibilities: Audit planning and Quality strategy - Defining audit strategies to ensure maximum improvement in quality performance - Using smart logic in sampling for transactional audits - Optimizing QA staff for maximum efficiency (productivity and accuracy) - Quality Assurance Automation with audit sampler and automatic reporting Quality Assurance: Audits and feedback Delivery - Internal audit sample coverage for OPS business, call center/loan verification, back office/payments & field cash pick up - External audit (ad-hoc) as per request from home credit verticals like cust-ex, marketing, HR, sales, collections and CRM. - Audits on pilot processes from internal and external teams. - Ensuring complete audit coverage operator wise as per audit plan and budgeted manpower - Ensuring feedback is shared within defined TAT to staff for correction and prevention - Monitoring feedback efficacy on weekly and monthly basis Audit Reporting - Preparing daily dashboards on WTD and MTD quality performance - Preparing concentration reports on zonal level, business level, team level and operator level - Highlight bottom quartile performers in review and share with training team as focus operators - Share PAN India quality dashboards with detailed reports Analysis and Investigations - Analyzing reason of errors and concentrations of errors for improvement - Ensuring RCA (root cause analysis) for escalations within operations - Ensuring RCA for external complaints and escalations via Cust-ex, Ombudsperson, HR, marketing, Internal Audit - Conducting investigations on request from COO for internal and external teams. Certifications - Ensure product certification on all levels (business Operator, TL, AM) as per defined line of business - Ensure language certification as per zone and language requirement within business vertical - Cross certification in product within same business vertical and/or within operations - Trained To Quality, upskilling Sr. operator and business team leaders on auditing Calibrations - Planning calibrations and publishing calendar for all operations business verticals - Managing the invites and checking suitable time for attendees for maximum participation - Conducting sessions a calibrating business, training & QA teams - Publish calibration report with calibration variance to all participants and relevant stakeholders Compliance Monitoring (NCMS) - Reviewing and redefining end to end non-compliance monitoring process - Defining legends, rules and tracking mechanism for non-compliance incidents across operations - Defining and implementing consequence management in tandem with HRBP - Ensuring closure on NCMS incidents highlighting delays to head of departments - Reporting NCMS progress and actionable on weekly basis to COO Business Support - Handling escalations on daily basis in escalation desk - Providing on floor assistance to operators and team leaders on product knowledge - Providing support to handle transactional volume spikes by logging in and handling live cases - Providing call back support to ensure better customer experience and mitigating potential complaints - Conducting daily hygiene checks on KPI outlier (operators) like AHT, CSAT and FCR to improve performance - TTT trained for training CPU executives in field - Product knowledge checks and daily sessions - Transcripts and translations Performance Management - Designing Key Performance Indices and defining Key Responsibility Area for QA staff - Recommending KPI changes as and when required to business to improve performance - Designing incentives structure for QA staff and managing quality performance data for operations - Defining PIP criteria and code of conduct for QA staff in operations People Management - Managing end to end QA employee life cycle in operations - Managing manpower budget and hiring of QA staff in operations - Responsible for career development and growth path for QA staff Desired Profile - Experience of Financial planning and profit and loss models - Knowledge of the Indian Finance industry - Advanced computer literacy in Windows OS - MS Office tools (Expert in Excel, Word and PowerPoint) - MS Project basic knowledge Who should join? - Home Credit is a fast pace growing NBFC, if you are willing to face new challenges and want to apply your knowledge for growth / future of company, then Home Credit can give you this opportunity. - Home Credit can provide you platform to show your skills & suggest valuable ideas to company.

Gurgaon/Gurugram

Home Credit - Senior Manager - Quality Assurance 

Home Credit - Senior Manager - Quality Assurance  ,Job Description for Home Credit - Senior Manager - Quality Assurance  in Home Credit India Finance in  Gurgaon/Gurugram for (8-15) years of experience. Apply Now!

Job Description for Home Credit - Senior Manager - Quality Assurance  in Home Credit India Finance in  Gurgaon/Gurugram for (8-15) years of experience. Apply Now!