Team Member

1 day ago

Thane, India Kotak Mahindra Full time

**Job Description**:
Role and Responsibilities
- Manage and monitor operational activities related to successfully completing quality work (e.g., work plans/schedules, call monitoring, case files, productivity tracking and other quality reviews).
- Regularly conduct audits and participate in regular structured interventions. Ensure the team managed is calibrated on the requisite benchmark.
- Execute periodic projects having a direct linkage to improvement in productivity, increased throughput, and reduction in costs, improving quality and net promoter score.
- Develop and implement appropriate training related to quality policies, procedures and processes and other quality initiatives for various audiences (e.g., Quality CoE, Operations Leaders, Operations teams, etc.)
- Host and conduct internal/external calibration calls with various audiences (e.g. Quality Analysts, Operations leaders).
- Actively measure, monitor, trend and report quality metrics to identify potential quality concerns.
- Prepare quality related reports on a designated frequency for operations team, CoE leadership, quality committee as required.
- Participate in stakeholder meetings to represent the quality function for the site managed.

Qualifications and Education Requirements
- Graduate / PG preferably in commerce / banking domain
- Basic computing skills especially with reports / analytics
- Fluent in English and Hindi
- Knowledge of process improvement approaches (Lean & Six Sigma) would be an added advantage
- Experience as a quality analyst in a contact center environment

Preferred Skills
- Good listening skills
- Maintains a high level of professionalism
- Skilled in conflict management
- Ability to confidently facilitate team discussion on quality/COPC parameters
- Experience in coaching and leading employees
- Understanding and practical experience in effective coaching techniques
- Ability to continually support employees through individual development plans
- Time management, organizational talent and presentation skills
- Ability to deal with constant change positively and maintain high motivation
- Drives team engagement and actions through internal survey results and insights
- Help associates understand the performance bar and supports them to reach it

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