Job Description

Job Title: Quality Auditor Job Category: Service Excellence Department/Group: Customer Experience Centre Job Code/ Req#: Location: Mumbai Travel Required: Yes Level/Salary Range: DM/AM Position Type: Full Time HR Contact: Date Posted: Role and Responsibilities Conduct audits on an inbound, outbound, chat and other customer interaction channels in the organization including all voice & non voice. Conducting digital asset audits like Website, Mobile app, IVR & internal Knowledge Management System. Mystery audits, OJT audits & special requirement audits at regular interval. Preparing TNIs & efficacy Governance on service partner quality team to ensure all critical audits are done, audit count achievement, improvements in scores. Pushing service partner quality team for defects findings during different audits at different levels. Conducting all BAU quality ops activities like Calibration, call listening, dip check, hygiene audits, quality process adherence check at service partners. Tracking ZTP and CMM at service partner to ensure appropriate action is taken on repeat defaulters & non-performing agents in the process including BQM (Bottom Quartile Management). Conducting dump analytics to take out key insights for overall process & operation improvements/excellence. Defining monthly audit sampling for self and all process running at service partner team. Conducting Audit The Auditor to reduce variance to 0%. Supporting operations & training team in achieving the daily, weekly & monthly target via audits observations & key insights from dump analysis. Defining the audit parameters and making changes as per business requirement at regular interval. Driving CAPA, KAIZEN, improvement projects, identifying automation opportunities & process corrections. Tracking review MOMs closures, follow up with stakeholder on action planning & Quality audit reporting of all audits conducted at defined frequency. Act as Subject Matter Expert in process to take up any task in crisis situation. Conducting end to end process audits basis escalation, complaints & detractors. NPS Detractor calling and analysis to collect customer VOC for Kotak Mahindra Bank overall CX improvement. Qualifications and Education Requirements Minimum Graduate in any stream. Minimum 2 years of experience in Quality audits. Any quality certification will be preferred. Candidate from Telecom, Banking & Insurance industry are preferred. Preferred Skills Must be a team player, interpersonal skills, strong follow up skills, Ownership, Critical thinking, Must know how to use MS Excel, PPT, Word and other application required for BAU delivery. Excellent written & verbal communication skills. Strong attention to details.

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