Quality Lead - Cross Sell COE - Outbound Contact Center - Bank (9-16 yrs)

Given below the position details with a Leading Bank :

Role/ Job Title: Quality Lead - Cross Sell COE (Outbound Contact Center)

Base Location : Thane, Mumbai

Job Purpose:

The Quality Lead is responsible for assuring the quality of and adherence to systems/software product standards, processes and procedures. Compliance with agreed upon standards and procedures is evaluated through process monitoring, product evaluation and work product audits. This Lead role will manage projects, coach and mentor other and assist in developing Quality Managers/ Analysts to develop and deliver effective Quality SLA's with the team for maximizing Cx and productivity.

Roles & Responsibilities:

- Set-up, manage and be responsible of achievement of Quality SLAs across all live projects for the Cross Sell Business.

- To assist business transformation and to drive effective processes with quality standards that are in line with the Bank's objective and the regulatory framework.

- Meet with key business stakeholders and project members to document business and functional requirements. Provides expert guidance to build upon quality assurance/test standards to achieve business benefits for all stakeholder groups and focuses on continual process improvement to sustain customer satisfaction/sales productivity.

- Excellent understanding of quality cost/benefit principles and quality's effect on business decisions.

- To lead improvement opportunity identification across verticals through audits, process mapping, strategic reviews, VOC, benchmarking etc.

- Apply statistical methods and perform mathematical calculations to evaluate performance on quality metrics at an individual and project level.

- Collect and analyze data to detect factors leading to variances in Quality standards, viz., deficient controls, duplicated effort, errors, omissions, non-compliance with defined procedures and management policies or any other variable.

- Conduct focused root cause analysis (process and product) with the Operations team(s) to assess reasons for deviation in quality. Should have the ability to evalaute any non compliance/ management escalation cases to identify solutions and validate the implementation strategy.

- Conduct Partner & Captive reviews & provide findings to have suggestive remedial action to Operations to enhance quality assurance/standards.

- Develop monthly quality improvement project plan for each project (define problem, actions and initiatives) by coordinating with the operations.

- Promote process improvement through identifying and addressing the recurrent quality assurance issues at an individual and team level, promote sharing of best practice among project teams.

- Consult Operations, define and implement reliable review mechanisms to measure quality actionable on a regular basis.

- Guide Team leaders/Managers and team members on Quality related process and practices.

- Custodian of all scripts sign off to ensure the communication and work flow followed in the customer interaction is as per the expected norm/guidelines.

- Implement a Visual Control system that provides key metrics dashboard across the organizational hierarchy.

- Prepare metrics and quality reports for management review and act as a checker for all functions like Training, Operations, BPRG.

- Evaluate system/software development control processes and establish quality assurance approval points where a quality evaluation of product or process may be performed in relation to applicable standards.