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29/05 Recruitment Team
Consultant at Greenhill Consulting LLP

Views:345 Applications:88 Rec. Actions:Recruiter Actions:3

Senior Associate/Head - Training & Quality - Credit Card Contact Center - Bank (10-17 yrs)

Chennai Job Code: 931016

Senior Associate & Head, Training & Quality - Credit-Card Contact Center with MNC Bank

Key Account abilities:

Transaction Monitoring:

- Develop & drive a quality monitoring & feedback plan along with Partner to meet the audit target to gauge the floor quality performance.

- Conduct periodic dip stick to ensure quality briefing and process update is being delivered

- Perform various CE driven analytics such repeat, CSAT, FCR etc and update the relevant stakeholders

- Drive compliment across the process

- Continuously review the internal monitoring process and identify areas of improvement.


- Driving the Training Plan & knowledge management of the Partner team to deliver a seamless new hire training for Credit-Card Contact Center

- Devising and conducting periodic dipstick to check on knowledge levels of CSOs on floor.

- Identify TNIs based on quality performance. Suggest product and process changes based on inputs captured from customer and Digiservice team.

- Support in complaint monitoring and effective and timely complaint resolution

- Support customer centric service initiatives to enhance customer experienceJob Duties & responsibilities (List the principal duties. Use concise statements that provide a clear understanding of the level of responsibility, complexity, creativity and analysis performed in this position.)

- Own and drive the daily update to ensure knowledge level of team is continuously updated.

- Oversee & Manage refresher and new hire training.

- Build product, process and soft skill training modules as the requirement and updates.

- Drive the Quality Framework & transaction monitoring framework at Partner location

- Ensure timely support in maintenance and updating of knowledge management tool

- Identify Root causes and share Analysis through reports presentations

- To identify core issues related to Customer Complaints basis Quality audits and Reports based for Complaints

- Control and improve performance basis Trainings, refreshers and consistent feedback

Required Experience:

- 10 years of Experience managing Training & Quality Teams within the Customer Servicing or Banking Operations

- Management & Governance of Partner Contact Center operations

Education / Preferred Qualifications :

- Degree holder

- Relevant experience in a contact centre environment, preferably in a Credit-Card industry.

- Professional qualifications in the areas of Quality Management, Six Sigma, COPC will be an advantage.

Core Competencies :

- Product, Voice & Accent Training

- Strong customer experience mind-set and result-oriented

- Strong interpersonal & verbal and written communications skills

- Good, effective and engaging training delivery skills

- Strong coaching skills

- Good analytical skills

- Good judgement and problem solving skills

- Able to organize information in a structured manner

- Able to work independently and in a group demonstrating leadership and teamwork where situation applies

Technical Competencies :

- Strong Process Improvement Skills

- Proficient in MS office tools, Ms Excel, Power point, Word

- Knowledge of Call Centre Tools, NICE / CMS preferred.

Women-friendly workplace:

Maternity and Paternity Benefits

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