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Officer, Quality Assurance & Knowledge Management

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  • Banking & Finance
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Job Details

Job PurposeTo improve the quality of customer interactions and service fulfilment in the Service/Relationship Centre through independent Transaction Monitoring, Quality Review Presentation and Coaching.To maintain and continuously improve Knowledge management engine in supporting the centre and business to deliver effortless digital banking experience to customers.To deliver training on NHIP (New hire induction program) and conduct refresher training. Monitory training efficacy through Pre and Post training scores.Key AccountabilitiesQuality performance Provide complete service support to ensure the business meets or exceeds the agreed service deliverablesConduct projects and analysis of customer VOC and quality interaction data for continuous improvement. Devising and conducting periodic dipstick to check on knowledge levels of CSOs on floor.Identify TNIs based on quality performance. Suggest product and process changes based on inputs captured from customer and Digiservice team. Support in complaint monitoring and effective and timely complaint resolutionCustomer (Internal & External)Help to clear internal processes and bottlenecks with a view to drastically improve servicing turnaround times (TATs)Support in training of CSR to ensure all customers receive prompt, courteous and high quality serviceTrack call monitoring activitiesMonitor service quality indicatorsUndertake ongoing and support customer centric service initiatives to enhance customer experience Internal (Processes, Products, Regulatory)Ensure the SOP management process on all related processes are updated & drive constant revision basis the changesHelp in monitoring complaints and to ensure Complaint resolution within defined timelinesAs part of Team activities enrolled in , participate, engage and deliver as per expectationsLearning & KnowledgeHelp to identify gaps in service delivery and ensure ongoing training and certification activities are held, covering all staffIdentify areas for professional development of self and act to enhance professional development Conduct classroom training. Job Duties & responsibilitiesDrive service quality aspects of the Service/Relationship Centre including transaction monitoring, compliance error checks, TNIs, Training.Conduct transaction monitoring and calibration activitiesAnalyze Centres performance and present findings/action plans for improvementAnalyze and validate staff related complaints as part of Feedback Management and provide inputs for coachingEnsure timely maintenance and updation of knowledge management toolContinuously seek new methods of managing and categorizing information to facilitate centre and customer s usage of knowledge management tool and contents in an efficient and easy mannerDevelop and continuously improve training curriculum and content for products, process, platforms, policies and emotional skills and ensure speed to competency for all new hiresDelivery of both technical and soft skills training for all staff in Digiservice center.Conduct training needs analysis and implement appropriate innovations to step up existing staff capabilitiesRequired Experience2-3 years of stand up training experience preferably in banking industry and/or within Customer Servicing or Banking Operations environmentExperience in a newly setup environment specialized in building and managing quality management processes
Degree: MBA/ PGDM

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 2-3


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