Job Description
JOB PURPOSE
• Conducting comprehensive Onboarding training for New Joinees on OCC products, process and systems
• TSE skill up gradation of non performing TSE as per set parameters.
• Driving and Monitoring the Sales Productivity of New Joinees
• Drive and enhance productivity of the TSE’s for the specific vertical as per benchmarks.
• Monitor Call Quality for script adherence and communication on product offering.
• Drive and improve call quality parameters across all the channels across OCC.
• Ensure script adherence and control over defect % across verticals.
• Drive channel efficiency and the right product mix for the channel through constant feedback , barge ins , mock calls , administering call calibration sheets and structured training programs.(refresher trainings and focused group trainings)
• Train, coach and motivate Tse’s , Quality Analysts and Supervisors
• Internal Audits time to time to check & ascertain quality of the location on predefined operating guidelines and parameters.
• Ensure regular checks at DIP desk to control the reject % and increase set up, which leads to channel efficiency in return.
• Process adherence, documentation of same, review and audit Documentation of defined and improved processes.
• Mystery shopping to capture voice of customer
• Sample check / customer buzz to capture feedback from customers.
• Maintain consistency by sharing best practices across the teams within the location.
• Motivational activities on floor to keep the energy, excitement & engagement on floor
• Conducting comprehensive Onboarding training for New Joinees on OCC products, process and systems
• TSE skill up gradation of non performing TSE as per set parameters.
• Driving and Monitoring the Sales Productivity of New Joinees
• Drive and enhance productivity of the TSE’s for the specific vertical as per benchmarks.
• Monitor Call Quality for script adherence and communication on product offering.
• Drive and improve call quality parameters across all the channels across OCC.
• Ensure script adherence and control over defect % across verticals.
• Drive channel efficiency and the right product mix for the channel through constant feedback , barge ins , mock calls , administering call calibration sheets and structured training programs.(refresher trainings and focused group trainings)
• Train, coach and motivate Tse’s , Quality Analysts and Supervisors
• Internal Audits time to time to check & ascertain quality of the location on predefined operating guidelines and parameters.
• Ensure regular checks at DIP desk to control the reject % and increase set up, which leads to channel efficiency in return.
• Process adherence, documentation of same, review and audit Documentation of defined and improved processes.
• Mystery shopping to capture voice of customer
• Sample check / customer buzz to capture feedback from customers.
• Maintain consistency by sharing best practices across the teams within the location.
• Motivational activities on floor to keep the energy, excitement & engagement on floor
💡 Quick Summary
Seeking a career-building opportunity? The Training And Quality Manager |Bank position is now open for candidates interested in the Bank Jobs sector. This role in Ahmedabad, 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.
