Virtual Care-officer Service Assurance
2 weeks ago
**Group Company**: HDFC Bank Limited
**Designation**: Virtual Care-Officer Service Assurance (OSA) (77_1702_100085)
**Office Location**: MIDC Andheri East Mumbai (Branch)
**Position description**:
**Mystery shopping / Calling**
Carry out knowledge checks on latest product /process updates
Share feedback on the observation with Units
Checks to be carried out on daily basis
Gaps if any of non-adherence are highlighted
To identify process & Product gaps
All Chapters read within TAT
Quiz scores as per benchmarks
**Other Operational Activities**
Store and maintain all the MIS as per requirement. Maintenance of all records in the defined formats(soft copy/ hard copy)
Filing & storage of reports as per defined process (hard copy / soft copy form as applicable)
Keep self updated on the product/ process knowledge as per the training imparted by the Training / Supervisors/ Quality.
Shift Adherence
Nil Unscheduled offs
Appropriate attendance record updation
Nil Exception of ID maintenance
Adherence to Audit and compliance process as defined.
**Audit & Compliance guidelines**:
Ensure adherence to Audit Compliance guidelines on complaints.
Nil Exceptions on resolution & Call Out related processes as defined.
Assess through periodic checks.
**Administrative, Compliance & Personal Efficiency**:
Ensure all laid down system and process guidelines as stipulated by Audit and Senior Management are followed
Ensure self and staff discipline (Late Login, Unscheduled Offs)
Adherence to Bank’s policies /guidelines.
Back up Responsibilities
Ensure role of back up.
Ensure leave planning and backups.
**Primary Responsibilities**:
- Responsible for ensuring consistently high quality of calls and transactional accuracy at the Unit through regular Mystery shopping
**Educational qualifications preferred**
- **Category**: Bachelor's Degree
**Required work experience**
- **Industry**: Exposure to banking preferable
- **Years of experience**: 0 to 1
**Required Skills**:
- Good Team spirit
- Inter personal skill
- Time / Team Management
- Good communication skill
- Proactive & focused approach
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