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Service Quality Officer

2.00 to 7.00 Years   Delhi   08 Apr, 2024
Kotak Mahindra Bank Limited
Job LocationDelhi
EducationNot Mentioned
SalaryRs 4.0 - 7 Lakh/Yr
IndustryBFSI
Functional AreaQuality (QA-QC)
EmploymentTypeFull-time

Job Description

    • Manage and monitor operational activities related to successfully completing quality work (e.g., work plans/schedules, call monitoring, case files, productivity tracking and other quality reviews).
    • Regularly conduct audits and participate in regular structured interventions. Ensure the team managed is calibrated on the requisite benchmark.
    • Execute periodic projects having a direct linkage to improvement in productivity, increased throughput, and reduction in costs, improving quality and net promoter score.
    • Develop and implement appropriate training related to quality policies, procedures and processes and other quality initiatives for various audiences (e.g., Quality CoE, Operations Leaders, Operations teams, etc.)
    • Serve as the subject matter expert for quality management systems including the call monitoring and document management systems.
    • Lead best practice sharing and learning sessions related to quality with quality analysts and quality subject matter experts.
    • Host and conduct internal/external calibration calls with various audiences (e.g. Quality Analysts, Operations leaders).
    • Actively measure, monitor, trend and report quality metrics to identify potential quality concerns.
    • Prepare quality related reports on a designated frequency for operations team, CoE leadership, quality committee as required.
    • Participate in stakeholder meetings to represent the quality function for the site managed.
    • Experience as Call Centre agent handling customer and also experience in Call audits
    • Keeping oneself updated with latest product/process by monthly self-call taking activity

Keyskills :
service quality managementservice qualitycustomer relationshipvrm

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