The in scope activities for this process involves inbound calls for early-stage delinquent customers and L0 & L1 service request management( statement request, account maintenance, balance inquiry etc and outbound calls for early stage (0-59 days) delinquent customers – dialer and manual. Products to be managed are mortgage, club, condo and latitude.
1. Audit the number of cases / calls as mandated by the client and track performance
2. Review calls/completed cases for adherence to internal/regulatory guidelines
3. Record feedback on Agents & his/her areas of improvements
4. Bring in necessary changes to the process and constant updation of core process
5. Attend calibrations sessions both internal and with the clients
6. Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trendsIdentify and support other opportunities for quality improvement across the team
7. Develop materials and process documentation to support training as and when required
8. Documenting quality issues, performance measures and quality improvements for management reviews
9. Create quality score cards to track performance level
10. Sharing feedback and briefings to associates to improve their quality
11. Coordinating and facilitate calibrations
12. Able to identify the Root cause and share observations with Operations
13. Should have knowledge on 7 QC tools
14. Must have a good knowledge on ExcelTNA/TNI/TTQRAG analysis and BQM to identify bottom performers and support management
At least 2 year of college completion
2 to 4 Years of banking contact Center experience
Min 2years of experience as QA in Contact center
1. Basic Understanding of Quality methodologies like Six Sigma, Lean, kaizen etc.
2. Excellent Communication & feedback/ coaching Skills
3. Proficient at MS office Applications like PowerPoint, Excel etc.
4. Willingness to work in shifts
5. Excellent oral and written communication and listening skills