Job Description: Call Audits: - Ensure Call monitoring standards are adhered across the process lines - Drive analysis on VOC from call audit data, develop trends and work with leadership (Marketing, Operations, Credit &amp; Risk, IT) to improve and streamline processes. - Conducting training sessions on the Quality to raise Quality awareness and push Sales across centers. - Actively Drive &amp; Conduct team briefing, knowledge assessments exercise like Dipstick to gauge - The product understanding penetration on any new product or features. - Coaching, mentoring through feedbacks to the agents giving necessary inputs to push sales also - To obtain business process improvement from agents and getting it implemented. - Use Quality techniques to identify process gap, root cause for low Quality scores and drive corrective action - Call Calibration sessions across internal (HO &amp; In-house)/external vendors on weekly basis. - Create and Manage centralized Quality MIS/ Dashboards on the center wise data Training: - Ensure that new product &amp; refresher training organized and completed in the stipulated period across the centers. - Script designing, FAQ's &amp; PPT on any new product launch. - Ready Reckoner planned &amp; maintained to ensure uniformity of information flow on product &amp; process. - User Acceptance Testing (UAT) and release to ensure appropriate findings are shared with IT Team. - Champion a culture of training as a tool to deliver best in class customer experience. Skills: Audit: - Management: Build and manage a team of quality auditors to deliver on the audit requirements - Analytical Ability: Analyses call performance trends - Ability to give constructive feedback to the agents - Training &amp; Coaching staff on call quality assurance - Champion the implementation of the quality management system - Observing &amp; giving inputs on VOC Trainer Skills: - Management: Build and manage a team of trainers to deliver on the training requirements - Communication: Good Communication (verbal &amp; written ) - Content creation - Problem- solving with business Persona: - 10yr+ experience in Quality / Training in a large-scale call center - Worked with cross functions/departments - Should have led &amp; built quality &amp; training teams preferably in a sales DNA environment

Bangalore

Rupeek - Head - Quality & Training 

Rupeek - Head - Quality & Training  ,Job Description for Rupeek - Head - Quality & Training  in Rupeek in  Bangalore for (10-15) years of experience. Apply Now!

Job Description for Rupeek - Head - Quality & Training  in Rupeek in  Bangalore for (10-15) years of experience. Apply Now!