Greetings From DBS Bank Limited !!
We are hiring for the role of “Quality & Training Manager”. Interested candidates may send in their updated resume for the rounds of discussion.
Job Location – Chennai
Experience – 12+ yrs
Profile – Process and behavior training related to credit cards process
Job Description –
To Drive & Improve the quality of customer interactions and service fulfilment in the Credit-Card Centre by overseeing the Partner (Vendor) management of Transaction Monitoring, Quality audits and Coaching processes.
To maintain and continuously improve Knowledge management engine in supporting the centre and business to deliver effortless digital banking experience to customers.
To drive the training on NHIP (New hire induction program) at Partner site and ensure adequate refresher trainings are delivered by partner. Ensure we monitor the training efficacy through Pre-and Post training scores and survey feedbacks.
Key Accountabilities –
Develop & drive a quality monitoring & feedback plan along with Partner to meet the audit target to gauge the floor quality performance.
Conduct periodic dip stick to ensure quality briefing and process update is being delivered
Perform various CE driven analytics such repeat, CSAT, FCR etc and update the relevant stakeholders
Drive compliment across the process
Continuously review the internal monitoring process and identify areas of improvement.
Driving the Training Plan & knowledge management of the Partner team to deliver a seamless new hire training for Credit-Card Contact Center
Devising and conducting periodic dipstick to check on knowledge levels of CSOs on floor.
Identify TNIs based on quality performance. Suggest product and process changes based on inputs captured from customer and Digiservice team.
Support in complaint monitoring and effective and timely complaint resolution
Support customer centric service initiatives to enhance customer experience
Job Duties & responsibilities –
Own and drive the daily update to ensure knowledge level of team is continuously updated.
Oversee & Manage refresher and new hire training.
Build product, process and soft skill training modules as the requirement and updates.
Drive the Quality Framework & transaction monitoring framework at Partner location
Ensure timely support in maintenance and updating of knowledge management tool
Identify Root causes and share Analysis through reports presentations
To identify core issues related to Customer Complaints basis Quality audits and Reports based for Complaints
Control and improve performance basis Trainings, refreshers and consistent feedback.
Required Experience –
10 years of Experience managing Training & Quality Teams within the Customer Servicing or Banking Operations
Management & Governance of Partner Contact Center operations.
Education / Preferred Qualifications –
At least 5-7 years of relevant experience in a contact centre environment, preferably in a Credit-Card industry.
Professional qualifications in the areas of Quality Management, Six Sigma, COPC will be an advantage.
Core Competencies –
Product, Voice & Accent Training
Strong customer experience mind-set and result-oriented
Strong interpersonal & verbal and written communications skills
Good, effective and engaging training delivery skills
Strong coaching skills
Good analytical skills
Good judgement and problem solving skills
Able to organize information in a structured manner
Able to work independently and in a group demonstrating leadership and teamwork where situation applies.
Technical Competencies –
Strong Process Improvement Skills
Proficient in MS office tools, Ms Excel, Power point, Word
Knowledge of Call Centre Tools, NICE / CMS preferred.
Work Relationship –
India Digital Banking Customer Centre management team and staff.
Consumer Banking Operations and Customer Centers Management teams and staff in the region.
Department:Quality (QA-QC), Training & DevelopmentIndustry:Banking / Financial ServicesSkills:product training, six sigma, quality management, credit card domain, training management, copc, contact center, accent training
Recruiter detailsCompany Name: DBS BANK INDIA LIMITED