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Training and Quality Manager

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  • Banking & Finance
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Job Details

ResponsibilitiesResponsible for all the Training and quality initiatives for the Unit in order to improve the overall service standards of the unit and help the Unit head have a fully trained teamWe need candidates with experience as team lead quality, handling call monitoring, call quality, refresher trainings etc.Responsible to increase the Quality Scores for the Team to be at more than 95 %.Ensure that the team adheres to the process while responding to emails.Identify training needs for the team, both with regard to Product / Process knowledge and also with regard to business generation.Organise training and refresher sessions for the team.Identification and Implementation of new process which will help in faster resolution, controlling volume, reduce inadequacy, escalations etc. Co-ordinate with internal functions of the Bank to obtain Product Process updates and have the same shared with the team.Ensure that MIS viz. Quality MIS, Product / Process Test scores, Write back analysis etc are shared with senior management on a regular basis.Liase with internal functions of the bank with regard to the new offers available and share with team for business generation.Ensuring that the new joinees on board, have completed their training & transition within the timeframe specified .Hand holding the new joinees.Assist with Teams for improving the selling skills of staff which will assist in business generation.Assist with regard to the regular release of Business MIS. Ensuring completion of the activity of review of canned responses and also on the website review for any changes.Ensuring all parameters set by Audit is followed.Written feedback in case of non adherenceTo ensure customer write back and customer complaint is kept at a minimal levelResponsible to bring down the overall inflow of mails by creating FAQs and uploading the same in Banks portal for customers ready referenceResponsible for creating and releasing the score card for all officers in the unit.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

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: 5-8


Quality Assurance | Quality Control | Quality Inspection
Applying for this job will take you to an external site


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