Training & Quality Manager

Talent Leads Consultants
  • Mumbai
  • 3-9 lakh
  • 4-6 years
  • Views
  • 05 Jul 2017

  • Training/ Learning & Development

  • Financial Services/ Capital Markets
Job Description

Refreshers for Existing Staff

• To identify knowledge gaps amongst the team and build training programs around the identified issues
• Conduct refreshers trainings on an ongoing basis .
• Conduct trainings for all new updates or process changes
• Identify the poor performing PBs in the unit and conduct intensive programs to improve the performance
• Conduct regular tests to gauge knowledge levels.
• To co-ordinate and implement training for TPP, Asset products, liabilities products.
• Prepare training modules which can be used for training the existing staff

Service Quality

• Ensure that Call evaluations and checks are conducted as per plan
• Publish regular reports with the results of the call evaluations, checks on interactions, profiler, supervisory review
• Work on the defects analysis observed during the barging and checks
• Conduct VOC personally on select customers picked for across the unit
• Share feedbacks with the PBs on the observations.
• Calibration to be done with the supervisor and floor manager on a regular basis
• Discussions with the supervisors and floor managers on the performance of the PB’s and reports analysis .

All customers are regularly contacted and interaction quality is as per requirement
The quality of interaction is as per the standards required for HNI customers
Improvement in the quality of PB in delivery .
Building Personal Bankers

Conducts mock calls, role plays with the PB to build and make the PBs effective on the calls
Give demonstrations to the PBs on how to converse or build relationship with the customers
Share feedback and devise improvement plans jointly with the supervisors and floor manger -Bring improvement in the quality of the calls made by the personal bankers
-PB’s effective conversations with the customers
PBs are able to build good rapport or relationship with the customer.

New Initiatives& reporting & Motivation To plan and implement new initiatives for improving Call Quality and customer experience

Keep the teams motivated by conducting motivational activities on regular basis
• To be measured in terms of use value and ease of implementation
• Keeps the teams binded and work towards minimum attrition
Audit and compliance ? Adhere to the compliance with laid down processes

Train agents on handling complaints effectively
• Ensure adherence to process and Audit requirements.
In order to have satisfactory Audit rating and compliance to all laid down procedure and norms. To build the personal bankers to handle customer complaints or queries effectively
MIS Publish the call barging, audit checks reports other assessment reports regularly

• Analyze the reports to bring improvement in the quality of calls made and updations done in CRM next

Responsible for all the Training and quality initiatives for the Unit in order to improve the overall service standards of the unit and help the Unit head have a fully trained team

Refreshers for Existing Staff
• To identify knowledge gaps amongst the team and build training programs around the identified issues
• Conduct refreshers trainings on an ongoing basis .
• Conduct trainings for all new updates or process changes
• Identify the poor performing PBs in the unit and conduct intensive programs to improve the performance
• Conduct regular tests to gauge knowledge levels.
• To co-ordinate and implement training for TPP, Asset products, liabilities products.
• Prepare training modules which can be used for training the existing staff

Service Quality
• Ensure that Call evaluations and checks are conducted as per plan
• Publish regular reports with the results of the call evaluations, checks on interactions, profiler, supervisory review
• Work on the defects analysis observed during the barging and checks
• Conduct VOC personally on select customers picked for across the unit
• Share feedbacks with the PBs on the observations.
• Calibration to be done with the supervisor and floor manager on a regular basis
• Discussions with the supervisors and floor managers on the performance of the PB’s and reports analysis .

Building Personal Bankers

Conducts mock calls, role plays with the PB to build and make the PBs effective on the calls
Give demonstrations to the PBs on how to converse or build relationship with the customers
Share feedback and devise improvement plans jointly with the supervisors and floor manger

New Initiatives& reporting & Motivation
To plan and implement new initiatives for improving Call Quality and customer experience

Keep the teams motivated by conducting motivational activities on regular basis
Audit and compliance

Adhere to the compliance with laid down processes
Train agents on handling complaints effectively
MIS

Publish the call barging, audit checks reports other assessment reports regularly


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