Head - Training & Quality - Banking

Job Title : Head Training & Quality

Designation : Head Training & Quality

Reporting To : Head - Customer Value Management

Job location : Mumbai

Domain : Banking

Qualification : MBA or MBA equivalent from a premium college. Preferred candidate would possess Six Sigma / PMP / Lean Management qualification

Job Description :

- Ability to train large teams - on and off calls in both sales and service domains and quality check them

- Ensure high standards of training and quality standards maintained on customer interactions - Voice, Branches (face to face)

- Responsible for driving and meeting NPS goals for the unit

- Custodian of overall Unit Quality indicators tagged to Customer Value Management

- Provide support and coordinate prograns that will champion continuous improvement of end to end phone / branch experience and foster customer advocacy

- Maintain a central source of information to ensure high standards of service and effective liaison for the coordination of work processes and projects with other departments

- Identifying training needs basis customer feedback and working in sync with other units to define service delivery metrics

- Is a Subject matter expert and functions as the organsiational ambassador for requisite knowledge area

- Ensures continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction

- Plays a pivotal role in identifying, innovating and implementing leaner service processes

Industry Preference :

- Banking

- Insurance

- KPO

- BPO

Lijy Ronnie
Sr.Consultant
Elixir Consulting
Mumbai