Quality Manager-Turbo Cross Sell

6 days ago

Thane, India IDFC FIRST Bank Full time

Role/ Job Title:  Quality Manager-Turbo Cross Sell

Function/ Department:  Turbo Cross Sell

Job Purpose:

The role involves collaborating with Business/Operations/Training Team and co-opt the performance improvement for bottom quartile population.

Roles & Responsibilities:

Managing product positioning, work on increasing Cross-sell eligible population.  To manage and lead a Team Quality Team Leaders and Quality Executives. To measure internal service Quality basis the pre-defined criteria for the Channel. To record and publish performance score to all stakeholders. To collaborate with Business/Operations/Training Team and co-opt the performance improvement for bottom quartile population. To create value in terms of identifying opportunities for process improvement, enabling the frontline to enhance Sales & Customer Experience. To ensure day to day service Quality evaluation process with the internal /external resources is driven smoothly. To liaison with external agencies for conducting mystery shopping for Retail Asset/Liability branches as per best in class global practices. To improve Customer service delivery as per the service attitude defined by the bank.

Education Qualification: 

Graduation: Bachelor’s in Engineering / Technology / Management/ Computers/Science.

Post-graduation: MBA.

Experience:  10+ years of relevant experience.

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