KOTAK MAHINDRA Hiring for Team Member at Thane, Maharashtra, India Full Time

Job Description

Key responsibilities:

• Oversee the quality initiative for the entire Outbound channel (VRM, OCC, NR and related multiple campaigns) at Customer Experience Centre covering all the locations (Thane, Noida, Bangalore).
• Develop a robust quality framework and work closely with the channel to ensure adherence.
• Manage and develop a team of Quality Analysts by implementing clear goals and objectives, productivity measures, development plans and career pathing opportunities.
• Manage and monitor operational activities across locations related to successfully completing quality work (e.g., work plans/schedules, call monitoring, case files, productivity tracking and other quality reviews).
• Plans and participate in regular structured interventions with the channel to ensure objectives are met with clear focus on Quality and Compliance. Work closely with the reporting Quality managers for each of the sub verticals in Outbound Quality to ensure team is calibrated with the benchmarks.
• Regularly provide inputs to shape the Service quality strategy at HO by participating in various strategic meets on a regular basis. Play a key role in executing the laid out strategy for the Outbound channel and share the best practices to other quality verticals.
• Demonstrate synergy with other sub verticals in SQ to achieve the overall Quality goals.
• Execute periodic projects having a direct linkage to improvement in productivity, increased throughput, reduction in costs, improving quality, improving campaign throughput and Net Promoter Score.
• Develop and implement appropriate training related to quality policies, procedures and processes and other quality initiatives for various audiences and endure effective implementation (e.g., Quality CoE, Operations Leaders, Operations teams, etc.).
• Serve as the Subject Matter Expert for quality management systems including the call monitoring and document management systems.
• Lead best practice sharing and learning sessions related to quality with Quality Analysts and Quality Subject Matter Experts.
• Ensure all locations are calibrated with the latest SQ trend (e.g., Quality Analysts, Operations leaders).
• Actively measure, monitor, trend and report quality metrics to identify potential quality concerns.
• Prepare quality related reports (metrics, analysis, etc.) on a designated frequency (daily, weekly, monthly, etc.) for Operations team, client, Quality CoE leadership, Quality Committee,as required.
• Participate in stakeholder meetings to represent the quality function as needed.

Qualifications:

Graduate / PG preferably in Commerce / Banking domain

• Basic computing skills especially with reports / Analytics
• Fluent in English / Hindi
• Knowledge of Process Improvement approaches (Lean, Six Sigma, …) would be an added advantage
• Good Experience as a quality analyst in a contact centre environment and experience in leading teams in quality domain.

Leadership:

• Strong listening skills
• Maintains a high level of professionalism and approach-ability
• Positive communicator who also can lead tough conversations
• Ability to confidently facilitate team discussions and communicate Quality related messages
• Experience in coaching and leading employees
• Understanding of and practical experience in effective coaching techniques
• Ability to continually support employees through individual development plans

Deliver Results:

• Excellent time management, organizational talent and presentation skills
• Ability to deal with constant change positively and maintain high motivation
• Drives team engagement and actions through internal survey results and insights
• Helps associates understand the performance bar and supports them to reach it
• Completes tasks on time to a high quality standard
• Effective project management skills