RB|OCC|Quality Manager

The Quality Assurance Manager leads the department in the orientation and training of new quality assurance personnel in order to ensure a high standard in the execution of duties. The job holder will also act as mentor to key departmental personnel, assisting in the performance of duties upon request, ensuring the constant improvement of their skills, and essentially readying these personnel for the next level in lateral or vertical movements.

The Quality Assurance Manager role requires the ability to work in a constructive, non-biased and collaborative manner by establishing positive work relationships; partnering with the Leadership, Operations Leads, Quality Analysts, Knowledge Management, Training, MIS and frontline resources. This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever changing environment.

Key Responsibilities
• Ensure that the services provided by the department meet and exceed the defined quality and productivity standards while ensuring delivery on the service promise to the customer.
• Develop quality assurance plans, sampling methodologies, audit types, monitoring procedures, feedback and coaching methodologies, corrective actions, and verification procedures in accordance with the Standard Operating Procedures (SOPs)
• Monitor the team productivity and adherence to laid down standard operating procedures with emphasis on accuracy and on-time delivery. Evaluate team's effectiveness and take corrective actions.
• Facilitate periodic calibration sessions with OCC leadership and other areas of operations to ensure consistency in the evaluation process
• Dive deep into customer escalation and transfer processes to identify root causes and implement process improvements around reduction
• Prepare quality reports by collecting, analyzing and summarizing information and trends implementing corrective and preventive actions. Ensure availability of the required reports to each stakeholder.
• Engage stakeholders through calendarized meetings and other forums to arrive at action plans to improve accuracy, quality scores and customer experience ratings
• Liaise with training function to ensure looping back findings from quality audits, creation of relevant training content/ scripts and conducting a dip check on critical areas. Participate in New Hire Training batches to ensure orientation to quality standards and participate in the certification process.
• Create employee engagement strategy that enables higher performance and to manage and control attrition through effective employee engagement activities
• Ensure the required support is available to the frontline resources in the absence of their managers or otherwise.
• Manage and participate in projects involving communication initiatives, system or product enhancements, root cause analysis, and workflow redesign.

Qualifications:

Optimal qualification for success on the job is:
• Graduation from a recognized university
• Experience (5+ years in Quality with At least 2 Year of People Manager experience)

Role Proficiencies:

For successful execution of the job, the candidate should possess the following:

Knowledge of:
• Retail Banking domain knowledge
• Financial products, the environment, markets etc
• Outbound call center operations / virtual relationship management
• Quality standards, process improvement methodologies

Skills:
• Excellent communication skills – verbal and written communication
• Leadership skills, good interpersonal skills, stakeholder management
• People Management skills
• Coaching skills
• Strategic Planning, decision making and prioritization skills
• Strong organizational skills,
• Should be able to analyse data and have strong Presentation skills
• Relevant skills on systems and technology – Verint/Nice/ Speech Analytics

Ability to:
• Work under pressure and/or in unstructured environment
• Deal with complexity / Ambiguity