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.
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