Job Title: Team Member Job
Salary Package: 15,000 – 35,000 a month
Work Exp: 0 – 3 years
Company Name: Kotak Mahindra bank
Job Location: Mumbai, Maharashtra
Qualification Require: Bachelor Degree
Language: English/Hindi
Job Info –
- Measure employee performance via recorded monitoring and case audits. Evaluating interactions at the VRM with focus on Product / Process knowledge, Cross-sell, Soft skills & Technical skills.
- Achieve set targets on various operational metrics like Average Quality Score.
- Undertake various quality interventions from time to time based on a thorough assessment of needs (Calibrations, Call listening sessions, Quality Clinics, Quality Briefings, 1 on 1 feedback to officers)
- Timely completion of all Quality Assurance activities.
- Root cause analysis to identify triggers for quality score impact and initiate time bound projects to achieve the desired outcome
- Identify performance deviations and develop training need analysis for concerned officers and implement targeted interventions to ensure customer VOC improves.
- Adapting and implementing measures to improve overall quality
- Setting up quality monitoring system and ensuring adherence to quality standards and specifications in order to meet customer satisfaction.
- Doing Industry benchmarking / mystery shopping on a monthly basis.
- Provide inputs to improve work procedures that can enhance overall team performance
- Adherence to Information Security norms.
- Maintain daily and weekly reports for the team
Kotak Mahindra bank Recruitment 2021
- Excellent communication & Cross-sell skills – Written & Verbal
- Excellent Cross-sell skills and experience in SALES
- Knowledge of Banking, Credit Card & Retail Asset products.
- Knowledge of bank systems like Siebel/ BCIF/Finacle/ Vision Plus
- Strong interpersonal skills and people management skills- Should be able to
- Establish rapport quickly with peers, managers & customers
- Ensure identification and circulation of key learning, leading to a living knowledge base.
- Implementing effective & credible mechanism to enhance, measure & track the
- Process/people performance & efficiency
