Virtual Care -Training and Quality Manager

Role & responsibilities

ob Purpose

• Responsible to ensure team members adhere to the set process of mail handling.
• In depth knowledge in Credit Cards product
• Identify Training needs of the mapped officers/ Unit & customizing training curriculum / content and upload in e process and run floor reiteration
• Quality monitoring of samples actioned by officers / Team members , share feedback for betterment and release of quality MIS for purpose of individual officer  & Unit score card
• Keep team updated with the Product and Process knowledge through Team huddles / Sprinklr -Lyearn chapters uploads
• Identification and Implementation of new process which will help in effective training/content download, faster resolution, controlling volume, reducing write back / inadequacy / escalations etc.
• Ensuring adherence to all Audit requirements / parameters by mapped officers / unit 
• Conducting refresher sessions post identifying training needs refresher training done.
• Completion of Induction training batches for all staff as per defined TATs followed by scheduled On Job Training on Daily Basis.
• Conduct quality checks on service call outs made
• The above goal is to ensure overall quality of the unit and adherence to audit / compliance items by the unit.

Job Responsibilities(JR) : 6 8 AreasActionableQuality Monitoring/Quality MIS

• To complete monitoring as per the timelines specified
• Keep team updated on the Product and Process knowledge through team huddles.
• Release of Quality MIS for the team
• Work on the focused group for improving Quality scores.

Product Process Test / Refresher training

• Conduct Product and Process tests as per the frequency and release the monthly MIS for the same.
• Identify areas where refresher training needs to be conducted and conduct the refresher training
• To  update in Lyearn/Sprinklr system on refresher   / New Product & process launch  

Training of New Joinee

• Completion of Induction training batches for all staff as per defined TATs followed by scheduled On Job Training On Daily Basis.
• Ensure that the new joinee once released to the floor is well equipped to handle the Customer emails.

Quality checks on service call outs.

• Conduct quality checks on service call outs made, to ensure customer query is addressed accurately

1. Process changes and Initiatives

• Identify and implement new processes for the benefit of the unit with regard to Training, Quality improvement, reduction in volume, reduce inadequacy in response, escalations etc.
• Co-ordinate with business units for any changes / offers which will benefit the team for business generation.
• Review of the existing canned responses and take up with Central team for changes if any