Yes Bank - Quality & Training Manager

Quality & Training manager for YES Bank for Airoli Location

- Governance Reviews with the quality analysts

- Engaging with training leads on the refresher training & TNI's for bottom quartile - Optimizing quality analyst work schedule

- Analysis effectiveness of call quality parameters respective to process & recommend changes

- Execute analysis and information to business leaders with segregation on controllable and cross functional opportunities impacting business performance - Management of Quality Assurance analysts & Training leads

- Liaison with partner training and quality leadership teams on building & enhancing core capabilities of quality & training team members.

- Ensure that all Quality & Training team members have a clear understanding of the vision and deliverables of business unit and their expected contribution to the outcome.

Core Responsibilities :

- Actively participating on the hiring of new resource, hiring right skillset for the process

- Transitioning on new process from training standpoint, which includes preparation of training material specific to the process, content management, training calendars, creating induction program

- Conduct governance activities for in house and partner Quality and Training Teams (RTR's, Trainers & Quality Analysts Certifications etc)

- Conduct Weekly Governance reviews to check on adherence of quality and training processes by in-house and partner teams

- Identify trends, analyze root cause issues and support recommendation of appropriate corrective actions both short and long term.

- Designing Product & Process Knowledge Tests which will be specific to respective process

- Designing OJT program for the new hires along with the define targets

- Engaging with Yes Bank Core training team for conducting monthly training to upskill employee's competency

- Maintain healthy employee retention rate during training & OJT's

- Design & Participate in the calibration sessions along with Process Owners & Product SME's

- Aligned with Unit Managers & Vertical Heads to understand the training requirements

- Continuous engagement with third party call center partners on improvising training KPI's & quality SLA's

- Collaborating with the Operational Rigor team; Compliance; Product; L&D and other functional teams

- Identify opportunities bank can adapt and improve processes.