Training & Quality Manager - Large Private Bank

1 month ago

mumbai, India Riverforest Connections Private Limited Full time

Job Description

 

Job Purpose

1. New hire training - Responsible for Training of all new VRM/PB Staff at the Unit on behavioral skills, Products-service & income, Processes- sales & service, sales conversation skills and Policies of the Bank to ensure best in class customer experience & productivity.

2. Mandatory certification - To ensure all new joinees are NISM and IRDA certified within stipulated no. of days.

3. Improvise on quality through re-training - To ensure high quality of product, sales and process knowledge amongst all staff in the Unit through effective refreshers as per defined timelines and standards.

4. Knowledge levels - Ensure Best in Class Scores and Attendance across various Tests / Checks conducted.

5. Written communication - Ensure top class documentation of CRM to leave a trace of past interactions with the customers.

6. Continuous quality monitoring through call listening - To ensure consistent high quality of interactions and customer engagement through calls and transactional Accuracy at the Unit through regular Call Monitoring and Effective Feedback sessions by Self and team supervisors.

7. Compliance adherence - To ensure strict adherence to Quality parameters in terms of relationship building, service delivery and process.

8. Analyse reports, updates, errors percentage, trends across tests, monitoring, audits checks and focus on continuos improvement through training and coaching.

9. To drive a culture of high quality and professional discipline amongst the entire team of VRMs

10. To ensure VRMs focus on sales & relationship building through innovative training delivery methods for absorption and implementation.

11. Report to Sr. management on VRM/Pbs performance and design corrective steps to avoid repeat of error and step-up improvement plan.

 

Roles & Responsibilities

 

New Hire Training -

  • Plan Induction training batches with an objective to ensure timely availability of new recruits for call handling. 
  • Conduct Introduction session for all training batches 
  • Training of Bank staff across different desk and products. 
  • Ensure all Training Manager s are updated on the product/processes as well as the measurement process. 
  • Conduct Training sessions for Supervisors (Bank staff) & periodically assess performance. 
  • Conduct critical quizzes along with mocks.
  • Conducting Soft Skills Training and Behavioral Training
  • Aid in pitching in/ Balancing for training wherever required to ensure that there is adequate load balancing and coverage within TAT.

 

Refresher Training :- 

  • Customize refresher sessions basis analysis of call evaluation results. 
  • Conduct refresher sessions (by self & by team) in order to address gaps. 
  • Conduct Knowledge Assessment Test (KAT) / critical quizzes along with mocks as per plan received from the Central Quality team.
  • Discuss results / answers and work towards ensuring that agents meet benchmark score. 
  • Carry out counseling of staff who are below benchmark on scores and work towards these staff to meet benchmark scores. 
  • Meet benchmark scores in Knowledge Assessment Test (KAT) / critical quizzes.
  • Consistent improvement in the performance of agents who have been counseled 
  • Conduct Refresher training s and Reiterations across the teams as required to ensure consistent, high quality service with multiple team batches basis staff availability across the day 
  • Monitor Staff productivity and give guidance on improving the same in conjunction with the UH 
  • Define and carry out innovative training methods . For example prepare a training video on the most challenging queries

 

1. Planning & Organizing:

  • Planning own activities, on a daily, weekly monthly and annual basis.
  • Meet the L&D Team and organization's deadlines on various activities.
  • Plan and agree time frames for completion of tasks with other team members.
  • Knowledge in Content development

 

2. Decision-Making

 

Makes decisions in relation to their own particular field of activity. Consults where appropriate in the case of overlapping responsibilities. Uses sound professional judgment when making decisions

 

 

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