Role/ Job Title : Quality Analyst-Cross Sell COE
Function/ Department : Turbo Cross Sell
Job Purpose :
The role entails driving projects with cross functional teams by delivering banking needs to the customers in the most cost efficient and technology effective manner and focus on customer first. This role encapsulates the responsibility of providing a seamless and fulfilling customer experience.
Roles & Responsibilities :
- To measure internal service quality basis the pre-defined criteria for the channel and campaigns.
- Record and publish performance score to all stakeholders.
- Collaborate with Business/Operations/Training team and co-opt the performance improvement for bottom quartile population.
- Create value in terms of identifying opportunities for process improvement to enable the frontline and enhance customer experience & sales.
- To drive implementation of tactical actions derived from NPS score across channel.
- To ensure day to day service quality evaluation process with the internal /external resources is driven smoothly.
- Also improve customer service delivery as per the service attitude defined by the bank
Education Qualification:
Graduation: Any
Post-graduation : MBA, PGDM
Experience : 5+ years of relevant experience
