Rb-occ:quality Manager Job in Axis Bank

Job Description

About Outbound Contact Center (OCC )

Outbound Contact Center engages with Axis Banks customers and prospects, virtually, through digital media to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via crossell and upsell.

TheQuality Assurance function at OCC, ensures that processes and procedure designs are customer oriented and service delivery standards are measured and met resulting in high quality customer satisfaction, experience .

This team measures conducts audits and related activities to measure adherence to process, compliance and regulatory guidelines

Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities

Keeps a check on any malpractices and defines actions basis severity of incidents.

The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness

AbouttheRole

The Quality Assurance Manager role requires the ability to work in a constructive, non-biased and collaborative manner by establishing positive work relationships; partnering with the Leadership, Operations Leads, Quality Analysts, Knowledge Management, Training, MIS and frontline resources. This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever changing environment.

Key Responsibilities

The Role ensures that the services provided by the department meet and exceed the defined quality and productivity standards while ensuring delivery on the service promise to the customer.

• Develop quality assurance plans, sampling methodologies, audit types, monitoring procedures, feedback and coaching methodologies, corrective actions, and verification procedures in accordance with the Standard Operating Procedures (SOPs)
• Monitor the team productivity and adherence to laid down standard operating procedures with emphasis on accuracy and on-time delivery. Evaluate teams effectiveness and take corrective actions.
• Facilitate periodic calibration sessions with OCC leadership and other areas of operations to ensure consistency in the evaluation process
• Dive deep into customer escalation and transfer processes to identify root causes and implement process improvements around reduction
• Prepare quality reports by collecting, analyzing and summarizing information and trends implementing corrective and preventive actions. Ensure availability of the required reports to each stakeholder.
• Engage stakeholders through calendarized meetings and other forums to arrive at action plans to improve accuracy, quality scores and customer experience ratings
• Liaise with training function to ensure looping back findings from quality audits, creation of relevant training content/ scripts and conducting a dip check on critical areas. Participate in New Hire Training batches to ensure orientation to quality standards and participate in the certification process.
• Create employee engagement strategy that enables higher performance and to manage and control attrition through effective employee engagement activities
• Ensure the required support is available to the frontline resources in the absence of their managers or otherwise.
• Manage and participate in projects involving communication initiatives, system or product enhancements, root cause analysis, and workflow redesign.

In his leadership position, the QM will also lead the department in the orientation and training of new quality assurance personnel in order to ensure a high standard in the execution of duties. He will also act as mentor to key departmental personnel, assisting in the performance of duties upon request, ensuring the constant improvement of their skills, and essentially readying these personnel for the next level in lateral or vertical movements.

AboutAxis

Incorporated in 1994, Axis Bank is one of Indias most trusted banks & the third largest in the private sector. At Axis Bank, customer centricity has always been the foundation of our business. Our efforts to address the requirements of a diverse customer cross-section are powered by robust infrastructure, advanced technology, a comprehensive monitoring & control framework & a large talent pool.

The Bank has a young & engaged workforce of over 60,000 employees, with an average age of 30 years. We are an equal opportunity employer & believe in empowering our employees by offering rich roles, learning opportunities & flexibility to chart their career, their way.