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| Job Location | Hyderabad |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Banking / Financial Services |
| Functional Area | Operations Management / Process Analysis |
| EmploymentType | Full-time |
* Position Responsibilities Job Description Monitoring (Call & Field) : 50% 1) Evaluate collection calls to ensure quality standard maintained and adherence to the policies and procedures of the organization. 2) Verify Field Monitoring for operational processes and Detect Non - Compliant issues, Compliance breach,Handling escalated issues & taking corrective actions . 3) )Utilize approved monitoring tools and standards to assess the representatives knowledge of products, business practices and systems. 4)Convert monitor findings and scores into coaching recommendations for performance improvement action of collection agent. 5) Live call listening/barging at vendor premise 6) Sample call review to cross check product or customer request fullfillment basis business requirement. 7) Capturing field FOS/TC quality check & their feedbacks from the CH wherein payment got picked or any complaint /issue persisit. 8) Training: 30% 1) Traning and Update on New Process / Policies and Call Quality Parameters 2) Conducting OJT Session for newly hired staff 3) Conducting Call listening session/ Mock Call Session to enhance the call quality skills & best practice sharing 4)Maintains professional and technical knowledge in Coaching agents to improve quality of interaction with customers, thereby reducing customer facing & company impacting defects. Incident Reporting & insights: 10% 1) Analyzing and reporting out area of lapse in calls monitored 2) Close looping defects closure within defined timelines 3) Training need identification basis gaps identified 4) Process fix of identified gaps by working with stakeholders . Dashboard/MIS: 10% 1) Monitoring observations are captured on digitized data forms, saved on the intranet server 2) Ensure accuracy and timeliness of MIS/other Reports ( Monthly dashboard, VIC Input file ,Floor Stratification file ,Call Calibration etc) 3) TC Vendor Report 4) Measures of Success(Define the Outcomes expected of the role) No. of calls monitored & Feedback captured from CH - defects identified Defect closure TAT && corrective action closure Agent grooming & Training Coverage Managing allocated TC site effectively along with Collection vendor manager, Process gaps identified & Fixed * Skills Sets Required Ability to lead, manage, and develop staff through coaching, training and mentoring Strong communication skills - Deliver effective and persuasive presentations Analytical skills. Preference to the candidates having Collection background Must have Qualification Graduate/Post Graduate in any discipline Advanced Working knowledge - Excel & power point Relevant Experience in a field Total Experience:5 - 6 years of relevant collection experience, Relevant Experience: 2 - 3 YEARS (optional) Preferred Industry(If any) Preferably from the service industry : Credit Cards , BPO , Banks, NBFCs, Telecom,,
Keyskills :
missales customer relationscustomer service deliverycall quality quality checkcall monitoring