Job Description

: Role and Responsibilities * Manage and develop a team of quality analysts by implementing clear goals and objectives, productivity measures, development plans and career pathing opportunities.

• Manage and monitor operational activities related to successfully completing quality work (e.g., work plans/schedules, call monitoring, case files, productivity tracking and other quality reviews).
• Regularly conduct audits and participate in regular structured interventions. Ensure the team managed is calibrated on the requisite benchmark.
• Execute periodic projects having a direct linkage to improvement in productivity, increased throughput, and reduction in costs, improving quality and Net Promoter Score.
• Develop and implement appropriate training related to quality policies, procedures and processes and other quality initiatives for various audiences (e.g., Quality CoE, Operations Leaders, Operations teams, etc.).
• Serve as the Subject Matter Expert for quality management systems including the call monitoring and document management systems.
• Lead best practice sharing and learning sessions related to quality with Quality Analysts and Quality Subject Matter Experts.
• Host and conduct internal/external calibration calls with various audiences (e.g., Quality Analysts, Operations leaders).
• Actively measure, monitor, trend and report quality metrics to identify potential quality concerns.
• Prepare quality related reports (metrics, analysis, etc.) on a designated frequency (daily, weekly, monthly, etc.) for Operations team, client, Quality CoE leadership, Quality Committee as required.
• Participate in stakeholder meetings to represent the quality function for the site managed, as needed.
• Perform other related duties as assigned from time to time

Qualifications and Education Requirements * Graduate / PG preferably in Commerce / Banking domain

• Basic computing skills especially with preparing various analytical reports
• Fluent in English / Hindi
• Knowledge of Process Improvement approaches (Lean, Six Sigma, \xe2\x80\xa6) would be an added advantage
• Good Experience as a quality analyst in a contact center environment and experience in leading teams in quality domain.

Preferred Skills * Strong listening skills

• Maintains a high level of professionalism and approach-ability
• Positive communicator who also can lead tough conversations
• Ability to confidently facilitate team discussions and communicate Quality related messages
• Experience in coaching and leading employees
• Understanding of and practical experience in effective coaching techniques
• Ability to continually support employees through individual development plans
• Excellent time management, organizational talent and presentation skills
• Ability to deal with constant change positively and maintain high motivation
• Drives team engagement and actions through internal survey results and insights
• Helps associates understand the performance bar and supports them to reach it
• Completes tasks on time to a high quality standard
• Effective project management skills

Kotak Mahindra Bank