Training And Quality Manager

2 - 7 Years
Mumbai

Job Description

JOB PURPOSE
Conducting comprehensive Onboarding training for New Joinees on OCC products, process and systems
TSE skill up gradation of non performing TSE as per set parameters.
Driving and Monitoring the Sales Productivity of New Joinees
Drive and enhance productivity of the TSEs for the specific vertical as per benchmarks.
Monitor Call Quality for script adherence and communication on product offering.
Drive and improve call quality parameters across all the channels across OCC.
Ensure script adherence and control over defect % across verticals.
Drive channel efficiency and the right product mix for the channel through constant feedback , barge ins , mock calls , administering call calibration sheets and structured training programs.(refresher trainings and focused group trainings)
Train, coach and motivate Tses , Quality Analysts and Supervisors
Internal Audits time to time to check & ascertain quality of the location on predefined operating guidelines and parameters.
Ensure regular checks at DIP desk to control the reject % and increase set up, which leads to channel efficiency in return.
Process adherence, documentation of same, review and audit Documentation of defined and improved processes.
Mystery shopping to capture voice of customer
Sample check / customer buzz to capture feedback from customers.
Maintain consistency by sharing best practices across the teams within the location.
Motivational activities on floor to keep the energy, excitement & engagement on floor.


EXPECTED END RESULTS MAJOR ACTIVITIES

Timely induction for 100% New Joinees -
1. Conducting Onboarding training for New Joinees covering:
2. Product , process, system training, OCC operating guidelines, information on HBL HR practices, mock calls and quiz to assess knowledge of the new joinee and finally certifying the new joinee as per the set standards.

Drive Call Quality Scores of the team -
1. Ensure a quality score of >= 85%

Defect % -
1. Ensure script adherence, reduce & control defect % to 10%
Call monitoring/Barge Ins & Refresher training -
1. Should drive high call quality levels by structured effort through barge ins & design training calendar & completion of training as scheduled.
2. Call monitoring for all callers-100% callers to be covered.

Reverse Feedback -
1. Structured format of reverse feedback on calls, to ensure callers move up the curve.

Drive Productivity of the TSE for OCC channels -
1. Working closely with TSE & SM to ensure there is improvement in the overall productivity as per set targets.
2. Working closely with New Joinees & SM to ensure there is improvement in the Sales Productivity as per set benchmarks.

TSE skill upgrade -
1. One on one, refresher trainings and coaching to help TSE move up the curve both on quality and performance.

Channel Objectives & Channel efficiency -
1. Ensure & drive channel efficiency by regular feedback & training sessions. Get the right product mix for the channels. Ensure the channel objective is followed.

Regular Audits & Controls -
1. Weekly, Monthly & quarterly audits done to check process adherence from time, to check if control points are in place & ascertaining the quality of the location on predefined parameters.

TSE engagement activities -
1. Weekly, daily and monthly activities being done to motivate TSE on floor.

Salary: Not Disclosed by Recruiter

Industry:Banking / Financial Services / Broking

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Quality

Role:Quality Coach

Employment Type:Permanent Job, Full Time

Keyskills

Desired Candidate Profile

Please refer to the Job description above

Company Profile

Fortune Personnel Services

a Leading Placement Consultant
View Contact Details+

Recruiter Name:Nishtha Jain

Contact Company:Fortune Personnel Services

Telephone:9561097912

Website:http://careers.fortuneps.com