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Regional Training & Quality Manager

10.00 to 20.00 Years   Bangalore   06 Apr, 2021
RiverForest Connections Private Limited
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaHR,Sales / BD
EmploymentTypeFull-time

Job Description

Roles and ResponsibilitiesJob PurposeThis position exists to hone the relationship management skills across for all Virtual Channel PB/RMs, to further skill the supervisory staff to manage the PB/RMs to be productive and ensure the team of Training cum Quality managers at the Unit are well knowledged and have adequate training capabilities to re-train/monitor PB/VRMs to effectively manage their portfolio customer relationships. The limits of the work profile are listed below - 1. Development of Unit trainers Regional T & Q managers to ensure unit TQM are trained on product, process, quality monitoring, focus on top class customer experience and training delivery skills. 2. Skill VRM/PBs, supervisors through Workshops - Regional training managers to conduct behavioral/functional skill workshops for VRM/PB, and supervisors at pre-defined frequency to ensure standardization of communication skills and team monitoring (for supervisors)3. Onboard and train new hire T & Q managers - Regional TQMs to onboard all new hire TQMs through periodic workshops & unit visits to skill the new hire staff on the existing SOPs and business objectives.4. Monitor and audit sample by self - To measure & implement consistent high quality of service & sales interactions and customer engagement through sample calls monitoring, CRM interaction checks and effective Feedback sessions to Unit head and TQM to ensure follow of sales & service process & implementation. 5. Analyse unit wise productivity trends and design corrective approaches through training, monitoring and coaching sessions. 6. To ensure strict adherence to Quality parameters in terms of relationship building, service delivery and process is maintained by VRMs and TQMs, through dip checks conducted through reviews/weekly meets on Phone or Unit visits.7. Training innovation To introduce and drive a culture of high quality and innovative training methods across all regional TQMs.8. Work on projects to fulfill business objectives, with product teams and works closely with Unit TQM for region level progress9. Knowledge of Unit TQMs, PB/VRMs - To ensure high quality of product, sales and process knowledge amongst the Unit Trainers, VRM/PBs in the region by arranging product teams to train. 10. Monitor Unit TQMs - Review and track Unit T & Q managers efforts in monitoring, defect trends and training need analysis. 11. To support Units with enhanced training (video/audio roleplays), scripts, email templates, quality measurable, assess health of the units through skip level meets and address complex customer queries on product and process within the local geography. Job Responsibilities Driving culture of Quality across the team through remote reviews and visits (Team management) :-

  • Conduct weekly meets with unit TQM to share feedback on training implementation and quality score movement thereby effectively managing their (RTQM) team (TQMs).
  • Periodically visits the Unit and conducts the following actionable
  • Conduct refresher sessions on conversation building, profiling, Digital Banking promotion, CRM memo updates, product and process through roleplays, recorded calls, activities.
  • Sample audit on Introduction, courtesy, Birthday, Trigger calls, Memo updates, Sup reviews
  • Call observations and feedback sessions for Units listed under him/her.
  • Conduct skip levels with PB/VRM and seek feedback on TQM assistance during routine business hours, new hire training, huddle & refresher training quality.
  • Conduct weekly meets with unit TQM to share feedback on training implementation and quality score movement.
  • Minimum two meetings in a week
  • Team Management
  • Train the Trainer and Quality staff through TTT and Call calibration sessions across multiple locations.
  • Periodically check on knowledge levels of trainers and Quality staff through ongoing performance assessment i.e. Call quality score and knowledge assessment scores.
  • Conduct meeting with teams on designing way forward quality and training charter
    • Meet benchmark number of Training sessions for all VRM/PB staff. New hire training across all VRM staff
  • Conducts TTT session for TQMs on new training content & internal best practices.
  • Organise & deliver workshop for VRMs/PBs at regional level on functional and behavioral aspects towards business goals achievement.
  • Monitors completion of Induction training batches for all VRM/PB staff and TQMs as per defined TATs followed by scheduled On Job Training On Daily Basis
  • Ensures TQMs conduct training through innovative training methods for understanding and absorption.
  • Ensure Unit TQMs, conduct new hire training, assessments during NHT, VRM certification modules to be completed within stipulated time without delays and as per SOP.
    • Develops, researches and maintains new hire training content with new and latest updates to suit local geographies Refresher Training
  • Re-designs refresher training content and methods that is region specific on product/process/income outcomes.
  • Review POA for advance training calendar, agenda and content.
  • Re-train under-performing Virtual channel TQMs through workshops, visits and audio bridges. Major actionable of the JR 3
    • Service, Income product & behavioral Training.
  • Simplify; deliver TTT sessions on service and income products on data shared by product teams.
  • Consistent high quality of pitch across all products specified by business through relationship building medium and improvement in income target achievement for VRMs/PBs.
  • Design content on scripts, call flows, email templates for standardization at region level.
    • Delivers training modules for VRM skill building workshops on opportunities at local geography. Assess /Measure implementation and Mock Calls:-
  • Conduct skip level meets with VRM to assess Unit health and gather feedback on Unit Trainers, accordingly plot a POA.
  • Visit Units to assess quality, adherence to hygiene parameters and feedback on TQMs from NHT staff.
  • Evaluates sample calls across top and bottom performers for allocated Units and share feedback to ensure high quality of relations are maintained
  • Reviews and maintain sample call evaluation measures, matrices and tools to ensure high quality of relations are maintained
  • Conducts Internal audit checks at Regional level, shares feedback with the Unit TQM, Unit heads, shares best practices among the region
    • Understanding through Calibration across all staff:-
  • Alignment and calibration of quality standards of Virtual channel staff for Q & T managers and supervisors across the region.
    • Measure service delivery impact and gaps and recommend higher standards of observations and training delivery. Knowledge management
  • Support/product team co-ordination/broadcast of info at regional level and leasing with other dept. product team and ensuring responses are shared across the channel within a pre-defined TAT.
    • Up to date knowledge on Product and processes of self and VRMs TQMs at the region Reporting of local data /MIS for team/unit:
  • Accurate and objective reporting of quality quadrant statistics within specified TAT and format on Qualitative aspects.
  • Analyse various trends and opportunities, design workable solutions and measures through MIS for region. And design corrective approaches through training, monitoring and coaching sessions.
    • Ensure all Quality and Training support URL e.g. quest, training MIS are frequently upgraded and utilized with industry best practices. Staff motivation: To bring in a culture of on floor recognition of Achievers in Sales/Service parameters in order to keep the staffs motivated, learn and be encouraged performance week on week. Thus cultivate a habit amongst all to perform better, challenge each other through sharing of best practices and aim for the recognition. ,

    Keyskills :
    internal auditworkable solutionsservice deliveryquality controltraining deliveryinspectionisoqualitynew hire trainingmanagement skillstarget achievementquality of serviceteam managementdocumentationtrain the trainercall qualitywinning othe

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