Call Quality Officer

**Job 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 **Skills Required**: Call Quality;Feedback;Auditing;Call Monitoring;Internal Audit;Compliance;Quality check;Mock call **Location** Hyderabad/Secunderabad / Chennai / Bangalore/Bengaluru **Years Of Experience** 3 to 8 Years