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| Job Location | Kolkata |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Banking / Financial Services |
| Functional Area | Sales / BD |
| EmploymentType | Full-time |
Job Description 1) Monitoring for certification & Specialist (SME, TL, T1, Retention & Activation/ Offsite etc.) of customer services & collection o Ensure all specialists (or frontline) ( PB / APB ) interactions on floor are monitored on Call Quality & Compliance Parameters based on agent allocation.This includes System execution. o Coaching to specialists to improve Quality of interaction with customer & reduce customer facing & company impacting defects (Reputational & Financial); hence facilitate reducing operation risk o Liaison with WFM (for Roster) & respective Line manager for sharing feedback on monitored interactions o Identify process improvement opportunities & helping business to fix the same through detailed RCA & follow correction & corrective approach. Including data analyis , stakeholder agreement or engaging right stakeholders for agreement. o Close looping with external stakeholders on the identified process misses & leading the same for closures o Ensure TL , SME are monitored for EWS (escallation prevention process), supervisory calls based on Sme/TL allocation including accuracy of EWS & execution of customer resolution. o Ensure Value Servicing are monitored for interactions , escalations, Nodal & CEO complaints and its entire thread/value chain including deep dive on prevention o RCA for the repeat complaints , CEO & BO Complaints in value servicing sample. o Closing looping on identified disconnects of self & aligned team,if any 2)Reporting , analytics & insights o Analysis and publishing of agreed MIS for frontline & Supervisors/SME o Ensure accuracy and timeliness of MIS/other Reports o CSA report cards - trend of quality o Support other regular MIS/Data/Dashboard needs 3)People & stakeholder Management o Closures with vertical leaders & supervisors o Floor Engagement through Regular R& R for High performing agents o Coach & groom new/existing Call quality analysts. Self monitoring Span is ~35 - 40 (i.e coaching to 35 - 40 people) Measures of Success(Define the Outcomes expected of the role) - Identify & Fix Process gaps identified by self or assigned Call quality analyst/s. Managing stakeholders involved in the gap fixation . - %age closure i.e closure rate & $save - Call Quality score for Specialists , used for QOS measurement & VIC payouts , Or Call Quality score for 3rd part vendor, used for input to vendor performance. - % cat D improved (low performing CSA) - Feedback coverage (coaching) - to specialists - edback coverage - Reduce defects to end customer (escalated or premium segments ) thru coaching. - fect , AHT for 2 - 3 MOB - Improvement of Quality of service (QOS) to end customer . Improvement in CQ score of specialists - % - Timeliness & accuracy of report for self & assigned Call quality analyst. Trends to be identified & shared. - TAT - Profeciency of Call quality analyst (Gauge R&R , escallations from stakeholders , errors in scoring) - VarrianceQualificationsMust have Qualification Any UG degree 1.Analytical Ability 2. Strong Detail orientation 3. Relationship Management 4. Aptitude to respond to challenging and ambiguous environment 5.Ability to synergies capabilities across functions to achieve common goals 6. Excel & PowerPoint Total Experience 2 - 3 years of total work experience with graduation or 2 - 3 years of work experience with Post Graduation Relevant Experience in a field,
Keyskills :
mis sales customerrelations customerservice delivery qualityofservice qualityanalysis corporateliaison digitalconversion processimprovement stakeholdermanagement professionalliability ualityofserviceqos