Hiring For Training & Quality - Credit
- Lavya Associates
- 12 to 20 Yrs
- Chennai
- 3 years ago
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Job Description
Greetings From DBS Bank Limited !!
We are hiring for the role of "Quality & Training Manager". Interested candidates may send in their updated resume for the rounds of discussion.
Job Location - Chennai
Experience - 12+ yrs
Profile - Process and behavior training related to credit cards process
Job Description -
- To Drive & Improve the quality of customer interactions and service fulfilment in the Credit-Card Centre by overseeing the Partner (Vendor) management of Transaction Monitoring, Quality audits and Coaching processes.
- To maintain and continuously improve Knowledge management engine in supporting the centre and business to deliver effortless digital banking experience to customers.
- To drive the training on NHIP (New hire induction program) at Partner site and ensure adequate refresher trainings are delivered by partner. Ensure we monitor the training efficacy through Pre-and Post training scores and survey feedbacks.
Key Accountabilities -
Transaction Monitoring
- Develop & drive a quality monitoring & feedback plan along with Partner to meet the audit target to gauge the floor quality performance.
- Conduct periodic dip stick to ensure quality briefing and process update is being delivered
- Perform various CE driven analytics such repeat, CSAT, FCR etc and update the relevant stakeholders
- Drive compliment across the process
- Continuously review the internal monitoring process and identify areas of improvement.
Training:
- Driving the Training Plan & knowledge management of the Partner team to deliver a seamless new hire training for Credit-Card Contact Center
- Devising and conducting periodic dipstick to check on knowledge levels of CSOs on floor.
- Identify TNIs based on quality performance. Suggest product and process changes based on inputs captured from customer and Digiservice team.
- Support in complaint monitoring and effective and timely complaint resolution
- Support customer centric service initiatives to enhance customer experience
Job Duties & responsibilities -
- Own and drive the daily update to ensure knowledge level of team is continuously updated.
- Oversee & Manage refresher and new hire training.
- Build product, process and soft skill training modules as the requirement and updates.
- Drive the Quality Framework & transaction monitoring framework at Partner location
- Ensure timely support in maintenance and updating of knowledge management tool
- Identify Root causes and share Analysis through reports presentations
- To identify core issues related to Customer Complaints basis Quality audits and Reports based for Complaints
- Control and improve performance basis Trainings, refreshers and consistent feedback.
Required Experience -
- 10 years of Experience managing Training & Quality Teams within the Customer Servicing or Banking Operations
- Management & Governance of Partner Contact Center operations.
Education / Preferred Qualifications -
- Degree holder
- At least 5-7 years of relevant experience in a contact centre environment, preferably in a Credit-Card industry.
- Professional qualifications in the areas of Quality Management, Six Sigma, COPC will be an advantage.
Core Competencies -
- Product, Voice & Accent Training
- Strong customer experience mind-set and result-oriented
- Strong interpersonal & verbal and written communications skills
- Good, effective and engaging training delivery skills
- Strong coaching skills
- Good analytical skills
- Good judgement and problem solving skills
- Able to organize information in a structured manner
- Able to work independently and in a group demonstrating leadership and teamwork where situation applies.
Technical Competencies -
- Strong Process Improvement Skills
- Proficient in MS office tools, Ms Excel, Power point, Word
- Knowledge of Call Centre Tools, NICE / CMS preferred.
Work Relationship -
- India Digital Banking Customer Centre management team and staff.
- Consumer Banking Operations and Customer Centers Management teams and staff in the region.
Employement Category:
Employement Type: Full timeIndustry: Banking / Financial Services
Role Category: Quality (QA-QC)
Functional Area: Not Applicable
Role/Responsibilies: Hiring For Training & Quality - Credit
Contact Details:
Company: Dbs Bank IndiaLocation(s): Chennai
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