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 current 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

📌 Call Quality Officer Phone Bkg Mumbai (India)
🏢 HDFC Bank
📍 India