Role: 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 & Risk, IT) to improve and streamline processes. - Conducting training sessions on the Quality to raise Quality awareness and push Sales across centers. - Actively Drive & 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 & In-house)/external vendors on weekly basis. - Create and Manage centralized Quality MIS/ Dashboards on the center wise data Training: - Ensure that new product & refresher training organized and completed in the stipulated period across the centers. - Script designing, FAQ's & PPT on any new product launch. - Ready Reckoner planned & maintained to ensure uniformity of information flow on product & 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: - 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 & Coaching staff on call quality assurance - Champion the implementation of quality management system - Observing & giving inputs on VOC Location: Bangalore

Bangalore

Rupeek - Head - Quality & Training 

Rupeek - Head - Quality & Training  ,Job Description for Rupeek - Head - Quality & Training  in Rupeek in  Bangalore for (6-12) years of experience. Apply Now!

Job Description for Rupeek - Head - Quality & Training  in Rupeek in  Bangalore for (6-12) years of experience. Apply Now!