Head- Contact center_ Outbound_ Mumbai
- V- Konnect Associates
- 10 - 20 years
- Mumbai
- 4 years ago
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Job Description
Desired Candidate Profile :
Candidate will be responsible to get the existing processes documented and identify the gaps with suggestions for areas of improvement
Ensure Compliance of the documented processes along with the Process & Compliance leader
Ensure Compliance of the Governance framework of the bank with respect to Operations Risk Management , Infosec Regulatory etc
Build a Robust Quality Monitoring and Surveillance system to be able to identify the training needs for each of the processes
Review the quality analyst along with the Quality leader and provide inputs for improvement
Bottom quartile management
Design Progressive training modules for New Joinees (30-60-90 days)
Refresher training modules , PKT etc
Review and update the calling Scripts
Be a Part of the Call Calibration Exercise along with the business leaders
Build virtual training modules
Train the Trainers
Conduct training for the leadership teams
Deliver and demonstrate some trainings directly to the Teams
The role currently has 3 reportees
Quality Leader
Training Leader
Process & Compliance Leader
Interested candidates can share their updated resume at an********i@v-******t.com
Job Classification
Industry: BankingFunctional Area: Customer Success, Service & Operations, Role Category: Customer SuccessRole: Customer SuccessEmployement Type: FreshersEducation
Under Graduation: Any GraduatePost Graduation: Any PostgraduateContact Details:
Company: V- Konnect AssociatesAddress: Leading Indian BankLocation(s): Mumbai
Keyskills: Quality Monitoring Life Cycle Training Needs Contact Center Relationship Management Quality Analysis outbound Operational Risk Management Process Compliance Operations
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