COP-Training&Quality; Manager

Job Description

New hire training across all VRM staff Completion of Induction training batches for all VRM staff as per defined TATs followed by scheduled On Job Training On Daily Basis Conduct Mock Sessions across critical areas to assess Knowledge Level. Training to be conducted through innovative training methods for understanding and absorption. All RM certification modules to be completed within stipulated time within 30 days from joining NISM and IRDA certification within 60 days from date of joining Refresher Training - Service, Income product & behavioral Training. Conducts daily huddles and weekly refresher trainings and Reiterations across the teams to ensure consistent, high quality service, adherence to product/process and focus on relationship building. Re-train under-performing VRMs service and sales under performance Improving scores in Test & Quizzes of the below average team members. Weekly refresher trainings to be conducted through innovative training methods for understanding and absorption Consistent high quality of pitch across all products specified by business through relationship building medium and improvement in income target achievement for VRMs Assess /Measure implementation and Mock Calls:- Call Monitoring and coaching sessions to encompass business focus, min. complaints and relationship management through exceptional service and customer experience. Documented call monitoring sessions. Documented feedback for all observations done Such feedback are to be demonstrated by Mock calls and role play sumilation for better impact of feedback. Conduct weekly meets with TL to share feedback on training needs, implementation and quality score movement. Meets the Unit head and Team managers once every month at the beginning and chalks a POA for all training related actions for the month. - Minimum one collective formal meeting in a week. Understanding through Calibration across all staff:- Alignment and calibration of quality standards of VRM/PB staff for Q & T team and VRM supervisors Measure service delivery impact and gaps and recommend higher standards of observations and training delivery. Achievement of benchmark scores for interaction Quality and Transaction assessment Knowledge management Up to date knowledge on Product and processes of self and VRMs Chapter reading on E Process to be upto date with nil delays beyond 2 days Staff motivation: To bring in a culture of on floor recognition of Achievers in Sales/Service parameters in order to keep the staffs motivated, learn and be encouraged performance week on week. Thus cultivate a habit amongst all to perform better, challenge each other through sharing of best practices and aim for the recognition. To motivate staff with skill and influence staff by also updating the Topper boards/LEDs on floors Anaylitics To analyse accross below paramenters are regulara interval to ensure accurabte TNA is in place. Call observations vs quality improvement CRM audit v/s quality improvement Top parametres defaults in TITAN and CRM Top errorring VRM/PB quality and CRM Bottom VRM/PB appreciation Check contibility MIS. (Read in the sudden spikes of contacts. Cross check buzzwork ) Check Attempt EBT % Profilling VRM/PB bottom and bottom profiller field. Gap between two calls - buzzwork Short call analysis Skills Awareness of Banking regulationsPlanning and Organizing SkillsInterpersonal SkillsSales and Influencing SkillsCommunication and relationship management (Behavioral skills)Knowledge of local geographyGood AdministratorGood at net-working

Keyskills :
AdministratorSalesrelationship managementlocal geographyInfluencingPlanningInterpersonalCommunicationBanking regulationsOrganizingnet-working