Training And Quality Manager (Bank)
Published date: 2024/01/10
- Location: Ahmedabad, , Gujarat, India
JOB PURPOSE
• Conducting comprehensive Onboarding training for New Joinees on OCC products, process and systems
• TSE skill up gradation of non performing TSE as per set parameters.
• Driving and Monitoring the Sales Productivity of New Joinees
• Drive and enhance productivity of the TSE’s for the specific vertical as per benchmarks.
• Monitor Call Quality for script adherence and communication on product offering.
• Drive and improve call quality parameters across all the channels across OCC.
• Ensure script adherence and control over defect % across verticals.
• Drive channel efficiency and the right product mix for the channel through constant feedback , barge ins , mock calls , administering call calibration sheets and structured training programs.(refresher trainings and focused group trainings)
• Train, coach and motivate Tse’s , Quality Analysts and Supervisors
• Internal Audits time to time to check & ascertain quality of the location on predefined operating guidelines and parameters.
• Ensure regular checks at DIP desk to control the reject % and increase set up, which leads to channel efficiency in return.
• Process adherence, documentation of same, review and audit Documentation of defined and improved processes.
• Mystery shopping to capture voice of customer
• Sample check / customer buzz to capture feedback from customers.
• Maintain consistency by sharing best practices across the teams within the location.
• Motivational activities on floor to keep the energy, excitement & engagement on floor
• Conducting comprehensive Onboarding training for New Joinees on OCC products, process and systems
• TSE skill up gradation of non performing TSE as per set parameters.
• Driving and Monitoring the Sales Productivity of New Joinees
• Drive and enhance productivity of the TSE’s for the specific vertical as per benchmarks.
• Monitor Call Quality for script adherence and communication on product offering.
• Drive and improve call quality parameters across all the channels across OCC.
• Ensure script adherence and control over defect % across verticals.
• Drive channel efficiency and the right product mix for the channel through constant feedback , barge ins , mock calls , administering call calibration sheets and structured training programs.(refresher trainings and focused group trainings)
• Train, coach and motivate Tse’s , Quality Analysts and Supervisors
• Internal Audits time to time to check & ascertain quality of the location on predefined operating guidelines and parameters.
• Ensure regular checks at DIP desk to control the reject % and increase set up, which leads to channel efficiency in return.
• Process adherence, documentation of same, review and audit Documentation of defined and improved processes.
• Mystery shopping to capture voice of customer
• Sample check / customer buzz to capture feedback from customers.
• Maintain consistency by sharing best practices across the teams within the location.
• Motivational activities on floor to keep the energy, excitement & engagement on floor
0 page views
Related listings
-
Branch Manager - CHABankRoles and Responsibilities : • Candidate must have experience in Custom clearance. • Exp in overall Import/Export Procedure. • Should be able to handle staff and manage them. • Must have experience in Lines, CFS, Warehouse management, Forwarding, Cus...2026/11/10
-
ClerkBankAbout the Company: Shri Mahila Sewa Sahakari Bank is a cooperative bank established in 1974 with its Headquarters at Ellis bridge, Ahmedabad. Our mission is to reach to maximum number of poor women workers engaged in the unorganized sector and provid...2026/11/10
-
Current Account Relationship Manager - Banking SectorBank• Sourcing of New to Bank business banking accounts & Managing the Business Banking portfolio assigned. • Assisting the client’s business with different business banking products like OD/CC/BG/Term Loans/Forex/etc. • Cross sell of Liability based...2026/11/10