Call Quality Officer-Phone Bkg

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 (new 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 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.

Driving culture of Quality across the unit:-

• Conduct weekly triangular meets with Training Manager/Inbound TL to share feedback on quality score movement of specific agents
• Support new hires /existing staff on calls basis any call query support.
• Drive projects for improvement with focus on customer experience , sales, productivity and discipline.
• Identification of training needs -Refreshers and reiterations based on internal reports and MIS on call quality / transactional accuracy and feedbacks . Along with the Training managers prepare training content./modules for local implementation
• Ensure Customer feedback / Senior management complaints and learnings further implemented through local reiterations specific to staff and to overall teams .
• Exception curing for incorrect Requests taken by Staff. Resolution/Focus drives for reduction
• Handling customer escalations and resolution of cases.
• Drive customer feedback & appreciation through local Unit drives including Social media
• Carry out motivational activities along with other Bank Staff at the Unit to boost the morale of the Staff servicing customer’s . Team building and motivation -in terms of service / sales / quality culture by leading by example.
• Highlighting customer feedback received basis any new Process/ new Product launches.
• Carry out Complaint quality checks to ascertain that complaints are resolved adequately.
• Carry out local checks to ensure that new process /product understanding across staff by way of direct staff feedback/ internal quality checks etc .

Knowledge management – Self & Quality Evaluator

• 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 percentage
• Quiz scores to be more than 95 percentage

Operations, Audit & Compliance:

• Manage the day to day operations of the unit as per defined processes and ensure compliance to Audit guidelines.
• Ensure self Audit and Compliance checks are carried out at defined intervals to ensure “first time right”.
• Periodic checks to ensure all staffs adhere to stipulated Audit & Compliance process.
• Ensure that password handling policy is followed by all staff and wherever applicable data integrity and security is maintained.
• Ensure timely creation of User IDs for staff clearance/ unlocking/ resetting of passwords etc.Deletion of User IDs of exited staff.
• Nil exceptions in process and compliance checks.
• “Satisfactory” rating in the Internal Audit Assessment.
• All transactions & customer interactions resolved/ responded to within defined TAT resulting in customer satisfaction.
• Adherence to Audit & Compliance guidelines resulting in a “Good” Audit rating.
• Error-free handling of interactions, requests, transactions & customer grievances.
• Implement all actionables for ensuring error-free and timely execution of customer instructions.

Team Management :

• Team building and motivation - in terms of service / sales / quality culture by leading by example
• Availability of approved number of Quality Evaluators on board
• Adequate training & calibration provided to Quality Evaluators
• Minimal attrition %
• Minimal Unscheduled absenteeism lesser than 1 in 2 months

Reporting of local data /MIS for team/unit:

• Maintenance of records & MIS management. Accurate and objective reporting of team statistics within specified TAT and format.
• Analyze the output of various data reports and identify training and improvement requirements.
• Nil errors and exceptions.
• Nil delays in reporting.

Administration

• Support administrative related activities as required .

Other Key responsibilities:

• Resolving all customer UNSAT related sms feedback received within the stipulated TAT
• Promoting all Direct Banking channels (NetBanking/ MobileBanking/Perks/Aadhar and ensuring that all staff promote this on every customer call serviced .
• Carryout UAT – user acceptance tests for new IVR /product /process/digital launches for better understanding and further demos and implementation across Staff.

Educational Qualifications

Key Skills

• Graduation:
• Banking Product & Process Knowledge
• Team Management.
• Communication.
• Ability to develop a set of team.
• Sales and Influencing Skills
• Planning and Organizing Skills
• Awareness of Banking regulations
• Knowledge of Competition

Experience Required

• Minimum experience in years - 3-4 yr
• Exposure to banking preferable

Major Stakeholders

• Customers
• Branch Banking Team
• QIG / CRM
• Operations
• Admin
• Product Teams
• Central PBK team