Job Purpose
- To ensure consistently high quality of calls and transactional accuracy at the Unit through regular Call Monitoring and Effective Feedback sessions by Self and Quality Executives.
- To ensure strict adherence to Quality parameters in terms of process and sample size
- Ensure meeting of Service Standards and compliance to Audit and QIG stipulations and ensuring that the Quality Scores are consistently above benchmarks
- Ensuring checks are done at required frequency to ensure compliance to laid down processes, Internal Audit & Compliance stipulations.
- To drive a culture of high quality amongst the entire unit
- To ensure Best in Class scores in evaluations of quality done by QIG
- Responsible for managing, training and building the team and creating a culture of Service, Quality & Sales and leading by example.
So that
- the Channel delivers consistent high quality customer experience.
Job Responsibilities(JR)
Call observations and Mock calls
- Ensure call evaluations are done on a daily basis and feedback for improvement is shared with the respective Staff
- Online monitoring of Staff calls at the Unit. Ensure daily call observations per day is done by the quality evaluator .
- Minimum 8 calls per agent per unit to be covered.
- Documented feedback for all observations done.
- Carry out mystery call checks at the Unit on all new product /process updates to check on Staff awareness and understanding .
- Carry out mock calls/role play with the Staff (recent and existing) to demonstrate and improve the overall servicing.
Quality focus & Checks
- Alignment and calibration of quality standards to QIG and internal defined standards
- Identification of training needs - Refreshers and reiterations based on internal reports and MIS on call quality and transactional accuracy.
- Achievement of benchmark scores for Call Quality and Transaction assessment in all the MS and VOC conducted by the Central teams and by QIG.
- MS Scores for the unit to be as per define