Call Quality Officer

**Responsibilities**:
**Call observations and Mock calls -**
- Ensure call evaluations are done on a daily basis and feedback for improvement is shared with the respective Staff
- Online monitoring of Staff calls at the Unit. Ensure daily call observations per day is done by the quality evaluator.
- Minimum 8 calls per agent per unit to be covered.
- Documented feedback for all observations done.
- Carry out mystery call checks at the Unit on all new product /process updates to check on Staff awareness and understanding.
- Carry out mock calls/role play with the Staff (new and existing) to demonstrate and improve the overall servicing.

**Quality focus & Checks -**
- Alignment and calibration of quality standards to QIG and internal defined standards
- Identification of training needs - Refreshers and reiterations based on internal reports and MIS on call quality and transactional accuracy.
- Achievement of benchmark scores for Call Quality and Transaction assessment in all the MS and VOC conducted by the Central teams and by QIG.
- MS Scores for the unit to be as per defined standard
- VOC Scores for the unit ?Good?
- Monitor Staff productivity and give guidance on improving the same in conjunction with the UH/SDM.
- Ensure that all staff who are on calls are adequately trained on the Products of the bank and sales process and any deviations are highlighted to seniors for correction
- Discipline and adherence to Bank policies and guidelines.

**Driving culture of Quality across the unit -**
- Conduct weekly triangular meets with Training Manager/Inbound TL to share feedback on quality score movement of specific agents
- Support new hires /existing staff on calls basis any call query support.
- Drive projects for improvement with focus on customer experience, sales, productivity and discipline.
- Identification of training needs -Refreshers and reiterations based on internal reports and MIS on call quality / transactional accuracy and feedbacks. Along with the Training managers prepare training content./modules for local implementation
- Ensure Customer feedback / Senior management complaints and learning?s further implemented through local reiterations specific to staff and to overall teams.
- Exception curing for incorrect Requests taken by Staff. Resolution/Focus drives for reduction
- Handling customer escalations and resolution of cases.
- Drive customer feedback & appreciation through local Unit drives including Social media
- Carry out motivational activities along with other Bank Staff at the Unit to boost the morale of the Staff servicing customer?s. Team building and motivation -in terms of service / sales / quality culture by leading by example.
- Highlighting customer feedback received basis any new Process/ new Product launches.
- Carry out Complaint quality checks to ascertain that complaints are resolved adequately.
- Carry out local checks to ensure that new process /product understanding across staff by way of direct staff feedback/ internal quality checks etc.

**Knowledge management ? Self & Quality Evaluator -**
- Up to date knowledge on Product and processes of self and QE.
- Guide Quality Enhancers (QE) on new changes and ensure implementation
- Chapter reading on E Process to be up to date with nil delays beyond 2 days
- Quiz attendance for Self/QE team to be 100%
- Quiz scores to be > 95 %

**Operations, Audit & Compliance -**
- Manage the day to day operations of the unit as per defined processes and ensure compliance to Audit guidelines.
- Ensure self Audit and Compliance checks are carried out at defined intervals to ensure ?first time right?.
- Periodic checks to ensure all staffs adhere to stipulated Audit & Compliance process.
- Ensure that password handling policy is followed by all staff and wherever applicable data integrity and security is maintained.
- Ensure timely creation of User IDs for staff clearance/ unlocking/ resetting of passwords etc. Deletion of User IDs of exited staff.
- Nil exceptions in process and compliance checks.
- ?Satisfactory? rating in the Internal Audit Assessment.
- All transactions & customer interactions resolved/ responded to within defined TAT resulting in customer satisfaction.
- Adherence to Audit & Compliance guidelines resulting in a ?Good? Audit rating.
- Error-free handling of interactions, requests, transactions & customer grievances.
- Implement all actionables for ensuring error-free and timely execution of customer instruction