AVC:Program Manager Training, Quality & Compliance

Axis Virtual Center engages with Axis Banks customers and prospects, virtually, through digital media to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross-sell and upsell.

The Quality Assurance function at AVC, ensures that processes and procedure designs are customer oriented and service delivery standards are measured and met resulting in high quality customer satisfaction, experience.

This team conducts audits and related activities to measure adherence to process, compliance, and regulatory guidelines

Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities

Keeps a check on any malpractices and defines actions basis severity of incidents.

The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness

Ensuring that processes are compliant with regulatory guidelines and help in improving customer experience and achieving business goals

• Work under the guidance of the Process Excellence Lead to identify improvement opportunities across verticals through, process mapping, metrics analysis, benchmarking, VOCs, etc.
• Study existing processes critically from a customer experience perspective across all stages and touch-points in assisted digital customer journey
• Deep dive to breakdown End to End process to proactively identify automation/improvement opportunities and create automation/transformation roadmap
• Ensure the business impact and project objectives/dependencies are identified, reported on and managed at all times.
• Drive change initiatives from evolution/efficiency identification through to project delivery.
• Actively monitor project risks to foresee/identify potential problems and proactively identify solutions to address in advance

Education (Graduate) 10+2+3, preferably with specialization in Assurance Functions

Experience (6+ years in Process Excellence or related function)

3-5 years of relevant work experience (preferably in contact center)