Manager - Sales Quality & Process Control - BFSI

- Managing service calling set up for CV, CE, IFG & Tractor verticals for data analysis, lead generation, follow up for completion of critical priority actionable assigned to line team.

For instance:

1. Conducting service calling to the Borrowers at Pre-disbursement and Post disbursement stages to identify early warning signals or cash and service concerns.

2. Customer calls to collect RC numbers to aid sales team in PDD deferral closure.

3. Calling to existing customers to analyze business sourcing pattern

4. Calls to RM & ASM for closure of critical ORM actionable to collect declaration from dealer, to track the usage of Loan assist application.

5. Calling on CRM Branch Fresh unattended leads for incremental business generation.

6. Managing and monitoring the team of 10-15 tele callers. Training the tele callers on the calling process and the questionnaire response to be obtained from customers.

7. Periodic meetings with Telecaller & feedback to be given for further improvement. Monitoring daily productivity of resources, performance, attendance & other disciplinary concerns.

8. Conduct product & process training for better understanding.

9. Data maintenance & MIS preparation for Telecalling unit actionable.

10. Data Analysis of calling activities. management

11. Publishing monthly calling MIS summary to line team before the cut off date.

12. Drafting of service calling processes.

13. Framing questionnaire for Telecalling activity basis nature & expected output of calling.

14. Extraction of daily call recording for training purpose & giving the feedback to Telecaller for improvement in calling quality.