Call Quality Officer-Phone Bkg

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Call Quality Officer-Phone Bkg
Hdfc Bank

3.8
(54.9K Reviews)

100+ applicants
Posted 1 week ago
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Job highlights
Graduate with 3-4 years banking experience and expertise in banking product & process knowledge

Manage call monitoring, quality evaluations, training, compliance audits, team building, and customer escalation resolution

3 - 6 Years

1 Vacancy

Not disclosed

Pune, Mumbai (All Areas)
Must have key skills
Call Quality,
Quality
Other key skills
Call Monitoring,
Process Quality,
Call Audit
Job description
What you’ll do

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
Industry type
Banking
Department
Customer Success, Service & Operations
Role
Non Voice - Other
Role category
Non Voice
Employment type
Full Time, Permanent
Education
Any Graduate