Opening ForTraining & Quality Manager
- Quotient Consultancy
- 5 to 10 Yrs
- Ahmedabad
- 2 years ago
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Job Description
Opening ForTraining & Quality Manager - Ahmedabad location
Intrested candidate share cv on pe******c@gm**l.com or 22-40697712 / +91.8591195***
Job Purpose
1. New hire training - Responsible for Training of all new VRM/PB/IRM Staff at the Unit on behavioral skills, Products-service & income, Processes- sales & service, sales conversation skills and Policies of the Bank to ensure best in class customer experience & productivity.
2. Mandatory certification - To ensure all new joinees are NISM and IRDA certified within stipulated no. of days.
3. Improvise on quality through re-training - To ensure high quality of product, sales and process knowledge amongst all staff in the Unit through effective refreshers as per defined timelines and standards.
4. Knowledge levels - Ensure Best in Class Scores and Attendance across various Tests / Checks conducted.
5. Written communication - Ensure top class documentation of CRM to leave a trace of past interactions with the customers.
6. Complaint quality management through complaints RCA followed by feedback.
7. Project management manage sales and process projects, conduct UAT testing.
6. To drive a culture of high quality, focus on top class customer experience and professional discipline amongst the entire team of VRMs/IRMs to ensure top class NPS is driven through a Customer first culture.
7. Compliance adherence - To ensure strict adherence to Quality parameters in terms of relationship building, service delivery and process.
8. Analyze reports, updates, errors percentage, trends across tests, monitoring, audits checks and focus on continuous[ZF1] improvement through training and coaching.
9. To ensure VRMs/IRMs focus on sales & relationship building through innovative training delivery methods for absorption and implementation.
10. Report to Sr. management on VRM/Pbs/IRMs performance and design corrective steps to avoid repeat of error and step up improvement plan.
Job Responsibilities(JR) : 6 8 Areas
Actionable (4-6)
New hire training across all VRM/IRM/PB staff
- Completion of Induction training batches for all VRM/IRM staff as per defined TATs followed by scheduled On Job Training On Daily Basis
- Conduct Mock Sessions across critical areas to assess Knowledge Level.
- Training to be conducted through innovative training methods for understanding and absorption.
- All RM certification modules to be completed within stipulated time within 30 days from joining
- NISM and IRDA certification within 60 days from date of joining
- Refresher Training - Service, Income product, bottom quartile management & behavioral Training.
- Conducts daily huddles and weekly refresher trainings and Reiterations across the teams to ensure consistent, high quality service, adherence to product/process and focus on relationship building.
- Re-train under-performing VRMs/IRMs service and sales under performance
- Improving scores in Test & Quizzes of the below average team members.
- Conduct roleplays with standard & vernacular scripts to localize conversations.
- Weekly refresher trainings to be conducted through innovative training methods for understanding and absorption
- Consistent high quality of pitch across all products specified by business through relationship building medium and improvement in income target achievement for VRM/IRMs
- Manage bottom quartile staff to improve sales and service efficacy through training and quality interventions.
- Assess /Measure implementation and Mock Calls:-
- Call Monitoring and coaching sessions to encompass business focus, min. complaints and relationship management through exceptional service and customer experience.
- Conduct supervisory review checks
- Monitor random and stratified calls for measuring process compliance.
- Documented call monitoring sessions.
- Documented feedback for all observations done
- Such feedback are to be demonstrated by Mock calls and role play simulation for better impact of feedback.
- Conduct dip check interviews to ascertain quality of new hire recruits and share reverse feedback with the business teams.
- Conduct weekly meets with TL to share feedback on training needs, implementation and quality score movement. Meets the Unit head and Team managers once every month at the beginning and chalks a POA for all training related actions for the month.
- Minimum one collective formal meeting in a week.
- Understanding through Calibration across all staff:-
- Alignment and calibration of quality standards of VRM/PB/IRMs staff for Q & T team and VRM/IRMs supervisors
- Measure service delivery impact and gaps and recommend higher standards of observations and training delivery.
- Achievement of benchmark scores for interaction Quality and Transaction assessment
- Knowledge management
- Up to date knowledge on Product and processes of self and VRMs/IRMs
- Chapter reading on E Process to be upto date with nil delays beyond 2 days
- Staff motivation:
- To bring in a culture of on floor recognition of Achievers in Sales/Service parameters in order to keep the staffs motivated, learn and be encouraged performance week on week. Thus cultivate a habit amongst all to perform better, challenge each other through sharing of best practices and aim for the recognition.
- To motivate staff with skill and influence staff by also updating the Topper boards/LED's on floors
- Analytics
- To analyse accross below paramenters are regulara interval to ensure accurabte TNA is in place. Call observations vs quality improvement
- CRM audit v/s quality improvement
- Top parametre's defaults in TITAN and CRM
- Top errorring VRM/PB/IRMs quality and CRM
- Bottom VRM/PB/IRMs appreciation
- Check contibility MIS. (Read in the sudden spikes of contacts. Cross check buzzwork )
- Check Attempt EBT %
- Profilling VRM/PB/IRMs bottom and bottom profiller field.
- Gap between two calls - buzzwork
- Short call analysis
- Educational Qualifications
- Awareness of Banking regulations
- Planning and Organizing Skills
- Interpersonal Skills
- Sales and Influencing Skills
- Communication and relationship management (Behavioral skills)
- Knowledge of local geography
- Good Administrator
Good at net-working
Should know Gujrati
Intrested candidate share cv on pe******c@gm**l.com or 22-40697712 / +91.8591195***
,Employement Category:
Employement Type: Full timeIndustry: Banking / Financial Services
Role Category: General / Other Software
Functional Area: Not Applicable
Role/Responsibilies: Opening ForTraining & Quality Manager
Contact Details:
Company: Quotient ConsultancyLocation(s): Ahmedabad
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