Quality Manager OCC

3 - 8 Years
Bengaluru, Hyderabad

Job Description

The Role ensures 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 customer.
Develop 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 teams effectiveness and take corrective actions.
Facilitate periodic calibration sessions with OCC leadership and other areas of operations to ensure consistency in the
evaluation process
Dive deep into customer escalation and transfer processes to identify root causes and implement process improvements
around reduction
Prepare quality reports by collecting, analyzing and summarizing information and trends implementing corrective and
preventive actions. Ensure availability of the required reports to each stakeholder.
Engage stakeholders through calendarized meetings and other forums to arrive at action plans to improve accuracy,
quality scores and customer experience ratings

Liaise 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 process.
Create employee engagement strategy that enables higher performance and to manage and control attrition through
effective employee engagement activities
Ensure the required support is available to the frontline resources in the absence of their managers or otherwise.
Manage and participate in projects involving communication initiatives, system or product enhancements, root cause
analysis, and workflow redesign.
In his leadership position, the QM will also lead the department in the orientation and training of new quality assurance
personnel in order to ensure a high standard in the execution of duties. He 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 movements.

Salary: Not Disclosed by Recruiter

Industry:Banking / Financial Services / Broking

Functional Area:Financial Services, Banking, Investments, Insurance

Role Category:Mutual Funds/Fund Management/Asset Management

Role:Analyst

Keyskills

Desired Candidate Profile

Please refer to the Job description above

Company Profile

Skill Ventory

A Leading recruitment firm.
View Contact Details+

Recruiter Name:Karishma Evanati

Contact Company:Skill Ventory

Telephone:8602927000

Website:http://jobs.skillventory.com