Quality Auditor - Digital Banking Customer Experience

SME CC Quality-Digital Banking Kotak 811-CEC-VKYC

Job Title: Quality Auditor Job Category: Service Excellence   Department/Group: Customer Experience Centre Job Code/ Req#:     Location: Noida Travel Required: Yes   Level/Salary Range: DM/AM Position Type: Full Time   HR Contact:   Date Posted:     Job Description        

Role and Responsibilities

1. Conduct audits on an outbound and other customer interaction channels to improve sales at outbound service partner
2. Mystery audits, OJT audits & special requirement audits at regular interval.
3. Governing the TNIs & efficacy
4. Governance on service partner quality team to ensure all critical audits are done, audit count achievement, improvements in scores.
5. Pushing service partner quality team for defects findings during different audits at different levels.
6. Conducting all BAU quality ops activities like Calibration, call listening, dip check, hygiene audits, quality process adherence check at service partners.
7. Tracking ZTP and CMM at service partner to ensure appropriate action is taken on repeat defaulters & non-performing agents in the process including BQM (Bottom Quartile Management).
8. Conducting dump analytics to take out key insights for overall process & operation improvements/excellence.
9. Defining monthly audit sampling for self and all process running at service partner team.
10. Conducting Audit The Auditor to reduce variance to 0%.
11. Supporting operations & training team in achieving the daily, weekly & monthly target via audits observations & key insights from dump analysis.
12. Defining the audit parameters and making changes as per business requirement at regular interval.
13. Driving process corrections & identifying automation opportunities.
14. Tracking review MOMs closures, follow up with stakeholder on action planning & Quality audit reporting of all audits conducted at defined frequency.
15. Act as Subject Matter Expert in process to take up any task in crisis situation.
16. Conducting end to end process audits basis escalation, complaints & detractors.

 Qualifications and Education Requirements

Minimum Graduate in any stream. Minimum 2 years of experience in Quality audits. Any quality certification will be preferred. Candidate from Telecom, Banking & Insurance industry are preferred.

Preferred Skills

Must be a team player, interpersonal skills, strong follow up skills, Ownership, Critical thinking, Must know how to use MS Excel, PPT, Word and other application required for BAU delivery. Excellent written & verbal communication skills. Strong attention to details.

Experience Level

Mid Level