Overview
Service Quality Manager Jobs in Maharashtra, India at Aditya Birla Capital
Title: Service Quality Manager
Company: Aditya Birla Capital
Location: Maharashtra, India
Job Purpose
This role is responsible for executing process excellence initiatives for improvement, efficiency and effectiveness across all teams in the Customer Service unit while adhering to
organizational and regulatory standards to achieve the long-term quality assurance through
instituted policies and procedures. Responsible for execution of quality and training initiatives and for conducting quality audits on service delivery at various moments of truth in accordance with agreed strategy and guidelines.
KRA's
Key Result Areas (Max 1325 Characters)
Supporting Actions (Max 1325 Characters)
Service quality monitoring mechanism
- Monitor sample cases end to end for service teams across all channels (emails, call and chat).
- Implement the detailed Quality monitoring tool which helps evaluate client query management by the Service executives in terms of behavior, communication, policies and procedures.
- Follow the full-fledged Root Cause analysis mechanism in place where each complaint or a typical request is tracked and studied stage wise to understand, the gaps and loops in processes.
- Follow guidelines which clearly mention the parameters used for monitoring quality.
- Cross audit quality scores published by the call center and engage in monthly calibration sessions in order to ensure standardization.
- Analyze top VOC and suggest improvement measures to the Lead – GR & SQ and CS Head
- Track and publish scores and score cards for all roles identified under CS.
Project and process improvement
- Participate and undertake projects for various process improvement across all channels for ABHFL to bring in standardization, cost effectiveness, saving and better customer experience.
- Maintain tracker for all ongoing projects and timely update progress and measure performance.
- Encourage and mentor frontline to take up Kaizens and Yellow belt projects and closely track progress.
- Publish timely reports showing status and benefits in terms of cost reduction and time saved.
Risk Control and Audit participation
- Ensure risk control measures identified and Listed are periodically tested and any observations are shared.
- Collate and maintain data for audit purpose and ensure regular dipstick
- Ensure data is sacrosanct and publishes as per defined timelines.
- Work on high priority actions items and share progress updates with the team.
- Classify the risks, identify control measures and conduct testing on an ongoing basis
Knowledge Management
- Create process manuals and standard templates to warrant standardization.
- Conduct regular training sessions within the CS team and empower team to identify knowledge gaps, gather feedback and formulate process documents.
- Participate and contribute in customer meetings and create success stories.
Execute training sessions
- Implement a training plan for all new members and track if they are trained well to manage LOB wise customer requirements.
- Help disseminate information about the process, product and system to internal employees by conducting knowledge and orientation sessions.
- Review Quality monitoring scores and RCAs done by the GR & CS team, understand the gaps and help formulate trainings for the teams and service team leaders.
- Ensure monthly assessments are conducted and scores published with the Team Leader and HOD.
- Monitor performance based on a trend and identify the current health of the team.
