Sme Cc Quality-digital Banking Kotak 811-cec-vkyc

2 weeks ago

Thane, India Kotak Mahindra Full time

Job Title:
- Quality Auditor- Job Category:
- Service Excellence- Department/Group:
- Customer Experience Centre- Job Code/ Req#:
- Location:
- Mumbai- Travel Required:
- Yes- Level/Salary Range:
- DM/AM- Position Type:
- Full Time- HR Contact:
- Date Posted:
- Job DescriptionRole and Responsibilities
- Conduct audits on an inbound, outbound, chat and other customer interaction channels in the organization including all voice & non voice.
- Conducting digital asset audits like Website, Mobile app, IVR & internal Knowledge Management System.
- Mystery audits, OJT audits & special requirement audits at regular interval.
- Preparing TNIs & efficacy
- Governance on service partner quality team to ensure all critical audits are done, audit count achievement, improvements in scores.
- Pushing service partner quality team for defects findings during different audits at different levels.
- Conducting all BAU quality ops activities like Calibration, call listening, dip check, hygiene audits, quality process adherence check at service partners.
- Tracking ZTP and CMM at service partner to ensure appropriate action is taken on repeat defaulters & non-performing agents in the process including BQM (Bottom Quartile Management).
- Conducting dump analytics to take out key insights for overall process & operation improvements/excellence.
- Defining monthly audit sampling for self and all process running at service partner team.
- Conducting Audit The Auditor to reduce variance to 0%.
- Supporting operations & training team in achieving the daily, weekly & monthly target via audits observations & key insights from dump analysis.
- Defining the audit parameters and making changes as per business requirement at regular interval.
- Driving CAPA, KAIZEN, improvement projects, identifying automation opportunities & process corrections.
- Tracking review MOMs closures, follow up with stakeholder on action planning & Quality audit reporting of all audits conducted at defined frequency.
- Act as Subject Matter Expert in process to take up any task in crisis situation.
- Conducting end to end process audits basis escalation, complaints & detractors.
- NPS Detractor calling and analysis to collect customer VOC for Kotak Mahindra Bank overall CX improvement.

Qualifications and Education Requirements

Preferred Skills

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