Quality Officer -AM/DM [YYW-780]

Quality Officer -AM/DM [YYW-780]

14 Nov
|
Vkonnect
|
Mumbai

14 Nov

Vkonnect

Mumbai

Job Description

Category:

Job Description: Evaluates Inbound & Outbound calls and emails sent by phone banking officers for call quality basis set parameters and ensure completion of daily targets on call observation
Manages the operations of organization's quality management program, to ensure proper quality assurance policies and procedures are met
Conducts monthly coaching sessions in order to develop and evaluate personnel by assessing performance on metrics like compliance scores, Customer Satisfaction and first call resolution
Acts as a liaison between the contact center and multiple departments within the organization to ensure customer satisfaction is met


Analyses various quality parameters and collaborates with Contact Centre Management in suggesting and executing enhancements to the QA processes and procedures
Identifies the interface of key activities within and between the functions of the organization by identifying trends and puts together action plans to meet quality standards and goals
Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are monitored and achieved during the course of the year.
Takes ownership of his/her own learning agenda by identifying development needs in consultation with the reporting manager and working towards bridging the gaps through various means which go beyond just training.
Understands the competencies relevant to his/her role, and works towards displaying as well as developing these effectively.
Follows risk policy and processes to mitigate the operational, regulatory, financial, informational, and reputational and audit risks as instructed by the departmental manager.
Executes the established internal control systems and compiles relevant information for departmental audits, as necessary.

The original job offer can be found in Kit Job:
https://www.kitjob.in/job/15245390/quality-officer-am-yyw-780-mumbai/?utm_source=html

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