AVP - Quality - Stock Broking Corporate Firm

- Recruit, coach and discipline staff through regular monitoring and MIS.

- Set up a strong Service Quality desk and track the existing quality of resources by grading them based on scores.

- Conduct regular refresher training and product-process assessments on floor to improve agent quality.

- Liason with departments to highlight open/recurring issues and arrange for quick resolution.

- Based on nature of queries received on Branch helpdesk from branches, conduct/prepare refresher training modules

- Estimate manpower requirement, prepare budgets and analyse variances through occupancy and shrinkage.

- Handle escalations effectively and take corrective measures to reduce identified gaps.

- Prepare performance reports by collecting and summarizing data and trends.