Team Leader - Quality & Service Excellence - BFS

We have job opportunity for Team Leader - Quality & Service Excellence

The purpose of this job is to create & operationalize the Quality & Service Excellence framework by leading a team who would monitor customer interactions and resolutions provided across all touch points.

- Build tools & metrics to measure adherence to SLAs (speed, availability, TAT, quality) and ensure consistency of service delivery across all channels & touch points, viz. branches, contact centre, email, social media, SMS or self-service portal.

- Design & implement Six Sigma and Kaizen projects for process improvements and monitor results. Identify ways of setting new standards in SLAs and Speed for the existing projects; hence creating new industry benchmarks.

- Participate in internal, regulatory and statutory audits and provide required data. Be proficient in explaining process specifics during audits, if need be.

- Conduct regular assessments and mystery shopping to get a first-hand experience of response quality being given to the customers. Analyse quality observations and identify gaps in knowledge, skill sets and behaviour and discuss improvement plan with Service Delivery Managers, Grievance Head and Call Centre Head.

- Create a Training & Knowledge management framework. Identify training needs based on regular evaluations & RCAs of cases for the service team. Build training documents and manuals and effectively use them for coaching the Service teams. Train all team members within service function to ensure adherence and consistency. Introduce the customer service team to any new updates in the market, system or policies periodically

- Formulate standardized scripts to be used by all touch points for maintaining uniformity. Design knowledge assessment tools and evaluate the team regularly to ensure all are upto- date with required information. Develop Knowledge repositories and maintain any updates received from products or regulators.

Pooja Jain
Hector & Streak Consulting Pvt Ltd
Phone : 022 61717742