Job Description
Job Responsibilities(JR) Actionable 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 learnings 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 customers .
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.
o 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.
o 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 instructions.
Team Management : Team building and motivation – in terms of service / sales / quality culture by leading by example Availability of approved number of Quality Evaluators on board Adequate training & calibration provided to Quality Evaluators Minimal attrition % Minimal Unscheduled absenteeism < 1 in 2 months Reporting of local data /MIS for team/unit: Maintenance of records & MIS management.
Accurate and objective reporting of team statistics within specified TAT and format.
Analyze the output of various data reports and identify training and improvement requirements.
Nil errors and exceptions.
Nil delays in reporting.
Administration Support administrative related activities as required .
Other Key responsibilities: Resolving all customer UNSAT related sms feedback received within the stipulated TAT Promoting all Direct Banking channels (NetBanking/MobileBanking/Perks/Aadhar and ensuring that all staff promote this on every customer call serviced .
Carryout UAT user acceptance tests for new IVR /product /process/digital launches for better understanding and further demos and implementation across Staff.

Skills
Banking Product & Process Knowledge
Team Management.
Communication.
Ability to develop a set of team.
Sales and Influencing Skills
Planning and Organizing Skills
Awareness of Banking regulations
Knowledge of Competition