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

1 week ago

Thane, India Kotak Mahindra Full time

Job Title:

- Quality Auditor
- Job Category:

- Service Excellence
- Department/Group:

- Customer Experience Centre
- Job Code/ Req#:

- Location:

- Noida
- Travel Required:

- Yes
- Level/Salary Range:

- DM/AM
- Position Type:

- Full Time
- HR Contact:

- Date Posted:

- Job Description

Role and Responsibilities
- Conduct audits on an outbound and other customer interaction channels to improve sales at outbound service partner
- Mystery audits, OJT audits & special requirement audits at regular interval.
- Governing the 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 process corrections & identifying automation opportunities.
- 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.

Qualifications and Education Requirements

Preferred Skills
- Prepared By:

- Saurab Srivastav
- Date:

- Approved By:

- Tarun Chugh
- Date:

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