Job
Description
About Axis Virtual Centre
Axis Virtual Centre engages with the Axis Bank customers and prospects, virtually, through digital media to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide ficial solutions via cross-sell and upsell The Axis Virtual Centre supports the respective Line of Business to achieve and exceed dial targets through effective use of communication skills and envisages to provide a differential customer experienceThe Quality Assurance Manager leads the department in the orientation and training of new quality assurance personnel in order to ensure a high standard in the execution of duties The job holder will also act as mentor to key departmental personnel, assisting in the performance of duties upon request, ensuring the constant improvement of their skills, and essentially readying these personnel for the next level in lateral or vertical movementsThe Quality Assurance Manager role requires the ability to work in a constructive, non-biased and collaborative manner by establishing positive work relationships; partnering with the Leadership, Operations Leads, Quality Analysts, Knowledge Management, Training, MIS and frontline resources This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever changing environmentEnsure that the services provided by the department meet and exceed the defined quality and productivity standards while ensuring delivery on the service promise to the customerDevelop quality assurance plans, sampling methodologies, audit types, monitoring procedures, feedback and coaching methodologies, corrective actions, and verification procedures in accordance with the Standard Operating Procedures (SOPs)Monitor the team productivity and adherence to laid down standard operating procedures with emphasis on accuracy and on-time delivery Evaluate team s effectiveness and take corrective actionsFacilitate periodic calibration sessions with AVC leadership and other areas of operations to ensure consistency in the evaluation processDive deep into customer escalation and transfer processes to identify root causes and implement process improvements around reductionPrepare quality reports by collecting, analyzing and summarizing information and trends implementing corrective and preventive actions Ensure availability of the required reports to each stakeholderEngage stakeholders through calendarized meetings and other forums to arrive at action plans to improve accuracy, quality scores and customer experience ratingsLiaise with training function to ensure looping back findings from quality audits, creation of relevant training content/ scripts and conducting a dip check on critical areas Participate in New Hire Training batches to ensure orientation to quality standards and participate in the certification processCreate employee engagement strategy that enables higher performance and to manage and control attrition through effective employee engagement activitiesEnsure the required support is available to the frontline resources in the absence of their managers or otherwiseManage and participate in projects involving communication initiatives, system or product enhancements, root cause analysis, and workflow redesignQualificationsGraduation from a recognized universityExperience (5+ years in Quality with At least 2 Year of People Manager experience)Role ProficienciesKnowledge ofRetail Banking domain knowledgeFicial products, the environment, markets etcOutbound call center operations / virtual relationship managementQuality standards, process improvement methodologiesSkills:Excellent communication skills verbal and written communicationLeadership skills, good interpersonal skills, stakeholder managementPeople Management skillsCoaching skillsStrategic Planning, decision making and prioritization skillsStrong organizational skills,Should be able to analyse data and have strong Presentation skillsRelevant skills on systems and technology Verint/Nice/ Speech AnalyticsAbility toWork under pressure and/or in unstructured environmentDeal with complexity / Ambiguity
