Job Description
Grade: M1/M2/M3
Role and Responsibilities
Manage and develop a team of quality analysts by implementing clear goals and objectives, productivity measures, development plans and career pathing opportunities.
Manage and monitor operational activities related to successfully completing quality work (e.g., work plans/schedules, call monitoring, case files, productivity tracking and other quality reviews).
Regularly conduct audits and participate in regular structured interventions. Ensure the team managed is calibrated on the requisite benchmark.
Execute periodic projects having a direct linkage to improvement in productivity, increased throughput, and reduction in costs, improving quality and Net Promoter Score.
Develop and implement appropriate training related to quality policies, procedures and processes and other quality initiatives for various audiences (e.g., Quality CoE, Operations Leaders, Operations teams, etc.).
Serve as the Subject Matter Expert for quality management systems including the call monitoring and document management systems.
Lead best practice sharing and learning sessions related to quality with Quality Analysts and Quality Subject Matter Experts.
Host and conduct internal/external calibration calls with various audiences (e.g., Quality Analysts, Operations leaders).
Actively measure, monitor, trend and report quality metrics to identify potential quality concerns.
Prepare quality related reports (metrics, analysis, etc.) on a designated frequency (daily, weekly, monthly, etc.) for Operations team, client, Quality CoE leadership, Quality Committee as required.
Participate in stakeholder meetings to represent the quality function for the site managed, as needed.
Perform other related duties as assigned from time to time
Qualifications and Education Requirements
Graduate / PG preferably in Commerce / Banking domain
Basic computing skills especially with preparing various analytical reports
Fluent in English / Hindi
Knowledge of Process Improvement approaches (Lean, Six Sigma, …) would be an added advantage
Good Experience as a quality analyst in a contact center environment and experience in leading teams in quality domain.
Preferred Skills
Strong listening skills
Maintains a high level of professionalism and approach-ability
Positive communicator who also can lead tough conversations
Ability to confidently facilitate team discussions and communicate Quality related messages
Experience in coaching and leading employees
Understanding of and practical experience in effective coaching techniques
Ability to continually support employees through individual development plans
Excellent time management, organizational talent and presentation skills
Ability to deal with constant change positively and maintain high motivation
Drives team engagement and actions through internal survey results and insights
Helps associates understand the performance bar and supports them to reach it
Completes tasks on time to a high quality standard
Effective project management skills
Role and Responsibilities
Manage and develop a team of quality analysts by implementing clear goals and objectives, productivity measures, development plans and career pathing opportunities.
Manage and monitor operational activities related to successfully completing quality work (e.g., work plans/schedules, call monitoring, case files, productivity tracking and other quality reviews).
Regularly conduct audits and participate in regular structured interventions. Ensure the team managed is calibrated on the requisite benchmark.
Execute periodic projects having a direct linkage to improvement in productivity, increased throughput, and reduction in costs, improving quality and Net Promoter Score.
Develop and implement appropriate training related to quality policies, procedures and processes and other quality initiatives for various audiences (e.g., Quality CoE, Operations Leaders, Operations teams, etc.).
Serve as the Subject Matter Expert for quality management systems including the call monitoring and document management systems.
Lead best practice sharing and learning sessions related to quality with Quality Analysts and Quality Subject Matter Experts.
Host and conduct internal/external calibration calls with various audiences (e.g., Quality Analysts, Operations leaders).
Actively measure, monitor, trend and report quality metrics to identify potential quality concerns.
Prepare quality related reports (metrics, analysis, etc.) on a designated frequency (daily, weekly, monthly, etc.) for Operations team, client, Quality CoE leadership, Quality Committee as required.
Participate in stakeholder meetings to represent the quality function for the site managed, as needed.
Perform other related duties as assigned from time to time
Qualifications and Education Requirements
Graduate / PG preferably in Commerce / Banking domain
Basic computing skills especially with preparing various analytical reports
Fluent in English / Hindi
Knowledge of Process Improvement approaches (Lean, Six Sigma, …) would be an added advantage
Good Experience as a quality analyst in a contact center environment and experience in leading teams in quality domain.
Preferred Skills
Strong listening skills
Maintains a high level of professionalism and approach-ability
Positive communicator who also can lead tough conversations
Ability to confidently facilitate team discussions and communicate Quality related messages
Experience in coaching and leading employees
Understanding of and practical experience in effective coaching techniques
Ability to continually support employees through individual development plans
Excellent time management, organizational talent and presentation skills
Ability to deal with constant change positively and maintain high motivation
Drives team engagement and actions through internal survey results and insights
Helps associates understand the performance bar and supports them to reach it
Completes tasks on time to a high quality standard
Effective project management skills
💡 Quick Summary
Seeking a career-building opportunity? The SQ|Quality Analyst|Service|HO SUPPORT|Service Quality position is now open for candidates interested in the Bank Jobs sector. This role in Bengaluru 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 Bank Jobs is a plus.