Job Description

1. POSITIONDESCRIPTION

JOBTITLE

Specialist-QualityAssurance and Business Coordination

GRADE

SM

DEPARTMENT

ServiceQuality

LOCATION

HO

SUB-DEPARTMENT

NA

TYPEOF POSITION

FullTime

REPORTSTO

Lead-QualityAssurance and Business Coordination

REPORTINGINTO

NA

1. ROLEPURPOSE OBJECTIVE
- Responsiblefor tracking overall efficiency and TAT for all customer service deliverables, identify deviations / root causes and implement process corrections appropriately.
- Ensure embedding Quality culture across relevant functions and depts., through formation of Quality Circles.
- Responsiblefor overall management incidents and conduct Root Cause Analysisfor initiating fix.
- Prepare and submit MIS and reports on various SQ programs, analyze gaps and recommend corrective actions.
- Identifying scope of better Service for respective verticals and work closely with departments for process improvements.
- Responsible to administer balanced scorecards for branches and business verticals.

SIZEOF THE ROLE

1. FINANCIALSIZE

NA

NON-FINANCIALSIZE

NA





1. KEYDUTIES RESPONSIBILITIES OF THE ROLE

Business
- Ensure pre-defined improvement, quarterly on the baseline / Index scores or maintain 90% above benchmark for assigned businesses.

Customer
- Productive Management of Incident, avoid repetition and permanent fix. This includes impact assessment, rectification of impacted transactions, RCAs documentation and implementing solution for permanent fix in a time bound manner
- Identify Top 5 complaints, Unique complaints and achieve elimination and reduction targets by undertaking Process Improvements and process reengineering through business coordination. To be measured by number of complaints reduced/eliminated against the target.
- Identify Key services that are driven by systems and process, develop automated exception report to identify slippages proactively. To be measured by number of exception report developed and implemented in time and action taken on identi

📌 Specialist-Quality Assurance and Business Coordination (Bengaluru)
🏢 Ujjivan Small Finance Bank
📍 Bengaluru