Job Description
• Embed customer centric behavior in all transactional and operational delivery processes to ensure we build and maintain a differentiated service model that is perceived as consistently superior to competition, therein contributing to maximizing the profitability and market share for the Bank
Key Responsibility
• Focus on Quality Assurance and improvement of processes within Client Care Centre
• Work closely with the Training & Operations teams to achieve / improve business KPIs
• Monitor calls to improve Quality of Interactions with Customer
• Provide qualitative and specific feedback to drive performance
• Identify gaps and initiate process improvements
• Identify Need based training requirements
• Focus on reduction of errors and share RCA basis the Escalations, Repeats & Complaints.
• Conduct/Attend Call Calibration sessions with QA, training and operations team.
• Ensure process adherence and audit preparedness.
• Explore ways to improve value-added service and ensure superior service delivery through robust and customer centric processes.
• Conduct Mystery Calls to assess awareness & knowledge levels
• Support Certification and incubation of new hires
• Contribute significantly towards achievement of key service metrics - FCR /NPS/CSAT
• Support Business objectives & priorities (Handle calls, conduct Escalation RCA)
• Contribute/Support Business Projects
• Improvement in the performance/quality benchmarks and overall quality of service provided
Our Ideal Candidate
• Knowledge of India Inbound processes will be an added advantage
• Person applying should be flexible to stretch and work across different calendars
Role Specific Technical Competencies
• MS Excel
Key Responsibility
• Focus on Quality Assurance and improvement of processes within Client Care Centre
• Work closely with the Training & Operations teams to achieve / improve business KPIs
• Monitor calls to improve Quality of Interactions with Customer
• Provide qualitative and specific feedback to drive performance
• Identify gaps and initiate process improvements
• Identify Need based training requirements
• Focus on reduction of errors and share RCA basis the Escalations, Repeats & Complaints.
• Conduct/Attend Call Calibration sessions with QA, training and operations team.
• Ensure process adherence and audit preparedness.
• Explore ways to improve value-added service and ensure superior service delivery through robust and customer centric processes.
• Conduct Mystery Calls to assess awareness & knowledge levels
• Support Certification and incubation of new hires
• Contribute significantly towards achievement of key service metrics - FCR /NPS/CSAT
• Support Business objectives & priorities (Handle calls, conduct Escalation RCA)
• Contribute/Support Business Projects
• Improvement in the performance/quality benchmarks and overall quality of service provided
Our Ideal Candidate
• Knowledge of India Inbound processes will be an added advantage
• Person applying should be flexible to stretch and work across different calendars
Role Specific Technical Competencies
• MS Excel
💡 Quick Summary
Seeking a career-building opportunity? The Associate Manager | Service Quality position is now open for candidates interested in the Software Developer Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Software Developer Jobs is a plus.
