Call Quality Officer

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) -

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 (new and existing) to demonstrate and improve the overall servicing.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 defined standard VOC Scores for the unit Good Monitor Staff productivity and give guidance on improving the same in conjunction with the UH/SDM. Ensure that all staff who are on calls are adequately trained on the Products of the bank and sales process and any deviations are highlighted to seniors for correction Discipline and adherence to Bank policies and guidelines. Up to date knowledge on Product and processes of self and QE . Guide Quality Enhancers (QE) on new changes and ensure implementation Chapter reading on E Process to be up to date with nil delays beyond 2 days Quiz attendance for Self/QE team to be 100% Quiz scores to be > 95 %