TQ-CALL QUALITY OFFICER-PHONE BKG

Job Title

Call Quality Officer - Phone Banking

Business Unit

Direct Banking Channel

Reporting To

Vertical Head

Job Function and Role Type

Service/Sales, Individual Contributor

Version No

2.0

Job Purpose

Ensure high-quality calls and transactional accuracy through monitoring and feedback. Drive a culture of quality and compliance to meet service standards and audit benchmarks.

Key Responsibilities

Call Observations and Mock Calls

Conduct daily call evaluations and share feedback.

Monitor staff calls and ensure eight calls per agent are reviewed daily.

Perform mystery call checks and mock calls for staff training.

Quality Focus and Checks

Align quality standards with QIG and internal benchmarks.

Identify training needs and ensure staff are adequately trained.

Monitor productivity and adherence to bank policies.

Driving Culture of Quality Across the Unit

Conduct weekly feedback meetings with training managers.

Support staff with call queries and drive improvement projects.

Handle escalations and implement customer feedback learnings.

Knowledge Management - Self and Quality Evaluator

Maintain updated knowledge of products and processes.

Guide quality evaluators on changes and ensure implementation.

Ensure 100% quiz attendance and scores above 95%.

Operations, Audit, and Compliance

Manage daily operations and ensure compliance with audit guidelines.

Perform periodic self-audits and compliance checks.

Ensure timely resolution of transactions and adherence to TAT.

Team Management

Build and motivate the team to foster a culture of service and quality.

Provide training and calibration for quality evaluators.

Minimize attrition and absenteeism.

Reporting of Local Data/MIS for Team/Unit

Maintain accurate MIS and report team statistics within TAT.

Analyze data to identify training and improvement needs.

Ensure error-free and timely reporting.

Administration

Support administrative activities as required.

Other Key Responsibilities

Resolve customer UNSAT feedback within TAT.

Promote direct banking channels during customer interactions.

Conduct UAT for new product and process launches.

Education:

Graduation required.

Certifications:

None specified.

Key Competencies

Team management, communication, sales skills, planning, banking regulations.

Major Stakeholders

Customers, Branch Banking Team, QIG/CRM, Operations, Admin, Product Teams, Central PBK Team.