SME CC Quality-Digital Banking Kotak 811-CEC-VKYC

Kotak Mahindra Bank

  • Thane, Maharashtra
  • Permanent
  • Full-time
  • 10 days ago
Job Category: KMBLDegree Level: Bachelor's DegreeJob Description: Job Title: Quality Auditor Job Category: Service Excellence
Department/Group: Customer Experience Centre Job Code/ Req#:
Location: Noida Travel Required: Yes
Level/Salary Range: DM/AM Position Type: Full Time
HR Contact: Date Posted:
Job DescriptionRole and Responsibilities * Conduct audits on an outbound and other customer interaction channels to improve sales at outbound service partner
  • Mystery audits, OJT audits & special requirement audits at regular interval.
  • Governing the TNIs & efficacy
  • Governance on service partner quality team to ensure all critical audits are done, audit count achievement, improvements in scores.
  • Pushing service partner quality team for defects findings during different audits at different levels.
  • Conducting all BAU quality ops activities like Calibration, call listening, dip check, hygiene audits, quality process adherence check at service partners.
  • Tracking ZTP and CMM at service partner to ensure appropriate action is taken on repeat defaulters & non-performing agents in the process including BQM (Bottom Quartile Management).
  • Conducting dump analytics to take out key insights for overall process & operation improvements/excellence.
  • Defining monthly audit sampling for self and all process running at service partner team.
  • Conducting Audit The Auditor to reduce variance to 0%.
  • Supporting operations & training team in achieving the daily, weekly & monthly target via audits observations & key insights from dump analysis.
  • Defining the audit parameters and making changes as per business requirement at regular interval.
  • Driving process corrections & identifying automation opportunities.
  • Tracking review MOMs closures, follow up with stakeholder on action planning & Quality audit reporting of all audits conducted at defined frequency.
  • Act as Subject Matter Expert in process to take up any task in crisis situation.
  • Conducting end to end process audits basis escalation, complaints & detractors.
Qualifications and Education RequirementsMinimum Graduate in any stream. Minimum 2 years of experience in Quality audits. Any quality certification will be preferred. Candidate from Telecom, Banking & Insurance industry are preferred.Preferred SkillsMust be a team player, interpersonal skills, strong follow up skills, Ownership, Critical thinking, Must know how to use MS Excel, PPT, Word and other application required for BAU delivery. Excellent written & verbal communication skills. Strong attention to details.
Prepared By: Saurab Srivastav Date:
Approved By: Tarun Chugh Date:

Kotak Mahindra Bank