Posted:2 weeks ago|
Platform:
Work from Office
Full Time
Monitor and evaluate VRM call interactions as per defined quality parameters.
Identify communication, product knowledge, and compliance gaps.Provide structured and actionable feedback to VRMs.Conduct calibration sessions with team leads to ensure uniform quality standards.
Conduct training for new joiners on process, product, systems, and communication.
Plan and deliver refresher training sessions based on performance gaps. Create and update training materials, SOPs, and process guidelines.Support VRMs during on-floor transition to ensure smooth handover to live process. Measure training effectiveness using assessments and performance metrics.
Ensure VRMs adhere to standard scripts, compliance norms, and investment suitability guidelines.
Coordinate with Product and Operations teams for updates and communicate changes to VRMs. Identify repeat customer concerns or VRM challenges and suggest process-level improvements.
Strong communication and presentation skills.
Ability to coach and motivate individuals for performance improvement.Good understanding of customer engagement and service quality.Calm, patient, and detail-oriented approach.
Experience in Stock Market, Broking, Wealth Management, Investment Advisory, or BFSI support process.
Experience in Voice process quality or training functions.
Jarvis Invest
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