Job Description

A Position Overview Position Title Assistant Manager - Digital Business Unit (Business Quality) Department Business Quality Level / Band Grade: Assistant Manager/ Band:301 Role Summary: Business Quality analyst: - Ensure 100% adherence to various regulations applicable to call center - Conduct independent call audits and prepare reports as per defined frequency - Monthly review with call center and internal stakeholders for observations discussion, initiatives for improvements and quality score maintenance for calling vendors B Organizational Relationships Reports to Direct AVP Supervises N.A. C Job Dimensions Geographic Area Covered Mumbai and Delhi Stakeholders Internal Strategy & Call Center Team External Call center vendor partners D Key Result Areas Functional Review . To review various processes and call quality audit at call center. Analyse data as a backup of all observations and highlight the same to the respective Unit Head over a report. Follow-up with functions for complete mitigation of observations identified. Process Review . Monitor call center processes and audit aspects related to functioning of call center Quality Analysis and Support . Quality analyst: . Conduct independent call audits and prepare reports as per defined frequency . Monthly review with call center and internal stakeholders for improvement initiatives etc. . Provide support to central teams with respect to data and/or information to facilitate review/ assessment. Sr. Management Reporting . Release monthly Updates for Sr. Management covering all defined aspects of quality assurance Regulatory Adherence . Distance marketing guidelines and ISNP adherence management: . Internal reporting w.r.t. regulatory mandates including observations, monthly checklist adherence, corrective actions taken (mail repository of communication with partners, MoM mails etc.) E Skills Required Technical Eye for details, Analytical Skill, Understanding and up to date with call center process and business quality related check points, Logical Thinking Behavioral (Refer Appendix for details) Essential Desired Understanding of call center business . Interpersonal skills . Communication skills . Creative thinking skills . Supervising/Leadership skills . Teamwork Skills . Influencing skills . Relationship Building skills . Decision making skills . F Incumbent Characteristics Essential Desired Qualification Graduation Post Graduation Experience 3yrs+ 2 yrs Industry Call Center QA+ Insurance Call Center QA+ Life Insurance G Competency: Customer & Consumer Engagement And Experience in a Hybrid World Goes out of the way to deliver on time, the commitments made to the customers and consumers while striking a balance between their changing needs and organizational-s processes Clearly identifies the full range of customers to be served, their stated needs and offers options and suggestions to match their current and future expectations. Works towards integrating data, technology and strategy into creating hybrid customer experience solutions. Cultivates a consumer focused attitude among colleagues and assists team members to focus on various touchpoints to achieve customer satisfaction. Strives to exceed clients expectations by offering various possible options to pick and choose from which will completely satisfy their needs and be in their best benefit. Effects changes keeping in mind the customer context to deliver greater value and satisfaction to the customers. Building and Managing Relationships Is able to articulate emails to communicate facts, ideas, feedback, suggestions and recommendations. Presents ideas articulately and in an organized manner. Actively participates in and contributes to discussions with confidence. Empathizes and supports team members in every possible way and voices one-s view on own or related area of work. Responds to complex queries from stakeholders promptly and keeps superiors informed about own actions and their context. Acts to understand and responds appropriately to the concerns of others demonstrates openness and receptivity to new information. Builds positive and reciprocal relationships that benefit the function. Is able to design promotional emails and letters in collaboration with corporate communication and marketing team for customer engagement. Collaborates within and outside the team to enhance process efficiency, and enrich customer service experience. Represents views to address others concerns makes others feel comfortable by responding in ways that convey their interest. Shares relevant ideas/ information/views openly and directly and assumes different roles in a team to enable team performance. Clarifies the context of actions of self and team in case of adverse consequences. Seeks and gives open feedback on developmental areas of team members. Extends help to everyone in the team & stands by/defends ideas, views, decisions & actions of team members. Recognizes, highlights and rewards performance to ensure empowerment and motivate team members Strategic Orientation Proficiency Scale Applies a broad business understanding to improve the performance and processes of the group. Prioritizes work in alignment with business goals, acts and implements strategies and policies in accordance with the organization\'s strategies, objectives and goals. Identifies the developments in the internal and external business environment. Reviews own actions against the organization\'s strategic plans. Achievement Orientation Understands and works towards goals set by Supervisor. Measures progress against targets. Seeks to understand reasons for obstacles and find ways to overcome. Eliminates unnecessary dependency and inefficiency in work processes and procedures. Synchronizes and aligns efforts with others towards attaining common goals. Involves employees in planning, problem solving and decisionmaking on matters that affects the team performance. Manage within available resources to deliver expected performance on task assigned. Functional and technical ability Has a broad understanding of the financial / commercial, operational and regulatory dynamics important to the business. Gathers and evaluates information to take decisions which will enhance the effectiveness of the department. Has thorough knowledge and experience in project management and takes up project with purpose of achieving higher customer retention with minimum cost. Is able to analyze complex data using SQL to derive meaningful conclusion and provides input to business and function. Tracks and reviews 13th month persistency data to understand effectiveness of customer engagement campaigns. Is able to analyze customer feedback received from various touch points and make meaningful suggestions for impacting companies revenue requirement. Developing, Managing & Working with Hybrid Teams Encourages and leverages diversity by utilizing individual strengths and actively builds hybrid teams with complementary skills. Proactively takes efforts to share experience/ relevant ideas/ information/views and provide guidance to other team members working remotely to achieve goals. Effectively communicates and cascades various business initiatives to hybrid teams to drive business results by leveraging technology. Anticipates and is prepared to effectively deal with problems and roadblocks faced while working with hybrid teams. Encourages work-life balance amongst team to maintain healthy workforce. Proactively recognizes team members for their triumphs and encourages their self development. Is able to adapt person -specific approach while dealing with various team members. Technology, Digital and Analytics Ability to analyze current technological trends, keeps track of key technological changes in industry and other markets. Shows agility for adopting new technology post systematic evaluation of the the solution. Continuously stays in touch with key networks and contacts, with an objective of leveraging technology for achieving goals. Effectively balances changing technological priorities and deliverables under unfamiliar situations or tight deadlines. Independently engages in tasks requiring interpretation of complex and often vague sets of information. Identifies gaps in information and makes assumptions in order to continue analysis and/or take action. Promotes digital literacy and fluency in the team.

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