Virtual Care-officer Service Assurance

2 days ago

Mumbai, India HDFC Bank Full time

**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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