Role & Responsibilities:
- Proactively identifying trends, producing root cause analysis and providing solutions to ensure training is effective.
- Implement and oversee robust internal QA monitoring and efficient performance management systems.
- Conduct regular reviews to track QA performance and ensure continuous improvement.
- Collaborate with cross-functional teams to enhance quality output and effectiveness.
- Create a learning environment across the organization, identifying training needs and developing process improvement plans.
- Partner with clients to implement and evaluate QA frameworks and programs.
- Utilize quality-supporting tools and strategic methodologies to differentiate the business and enhance competitiveness.
- Create Training Need Analysis based on the observations shared by the QAs.
- Conduct RCA 5 Y analysis Pareto analysis on monthly audit data and publish the findings.
Educational/Professional Qualifications:
- Graduation is must
- Two or more years of experience in Banking process -Quality Assurance
- Two or more years of experience in Voice, chat & emails channels.
Required Skills:
- Business Foresight: Ability to strategize and demonstrate deep business insight to identify and develop strategic opportunities.
- Influencing: Skill in effectively influencing stakeholders.
- Transformation Management: Ability to lead and manage transformations in a dynamic environment.
- Partnership Building: Foster strong partnerships with internal and external stakeholders.
- Decision-Making and Problem-Solving: Strong analytical and problem-solving skills.
- Communication and Presentation: Excellent verbal and written communication skills.
- Planning and Execution: Ability to plan and execute initiatives effectively.
- Interpersonal Skills: Strong ability to build relationships and work within teams.
- Customer Focus: Manage critical customer metrics and drive process improvements.
- Self-Driven and Assertive: Motivated to achieve goals independently and confidently.
Competencies that will be Assessed:
- Banking Domain Knowledge
- Regulatory & Compliance Awareness
- Analytical & Problem-Solving Skills
