CEC-Analyst-Service Quality-Customer Experience Center-Service Quality
Kotak Mahindra Bank
- Thane, Maharashtra
- Permanent
- Full-time
Department/Group: Service Quality
Location: Noida, Mumbai, Bangalore, Hyderabad
Will Train Applicant(s): Yes
Job DescriptionRole and Responsibilities * Manage and monitor operational activities related to successfully completing quality work (e.g., work plans/schedules, call monitoring, case files, productivity tracking and other quality reviews).
- Regularly conduct audits and participate in regular structured interventions. Ensure the team managed is calibrated on the requisite benchmark.
- Execute periodic projects having a direct linkage to improvement in productivity, increased throughput, and reduction in costs, improving quality and net promoter score.
- Develop and implement appropriate training related to quality policies, procedures and processes and other quality initiatives for various audiences (e.g., Quality CoE, Operations Leaders, Operations teams, etc.)
- Serve as the subject matter expert for quality management systems including the call monitoring and document management systems.
- Lead best practice sharing and learning sessions related to quality with quality analysts and quality subject matter experts.
- Host and conduct internal/external calibration calls with various audiences (e.g. Quality Analysts, Operations leaders).
- Actively measure, monitor, trend and report quality metrics to identify potential quality concerns.
- Prepare quality related reports on a designated frequency for operations team, CoE leadership, quality committee as required.
- Participate in stakeholder meetings to represent the quality function for the site managed.
- Experience as Call Centre agent handling customer and also experience in Call audits
- Keeping oneself updated with latest product/process by monthly self-call taking activity
- Maintains a high level of professionalism
- Skilled in conflict management
- Ability to confidently facilitate team discussion on quality/COPC parameters
- Experience in coaching and leading employees
- Understanding and practical experience in effective coaching techniques
- Ability to continually support employees through individual development plans
- Time management, organizational talent and presentation skills
- Ability to deal with constant change positively and maintain high motivation
- Drives team engagement and actions through internal survey results and insights
- Help associates understand the performance bar and supports them to reach it
- Good listening and conversation skills
- Ability to confidently facilitate team discussion on quality/Weekly/ Monthly meets on parameters