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Kotak Life Insurance
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CEC-Analyst-Service Quality-Customer Experience Center-Service Quality

CEC-Analyst-Service Quality-Customer Experience Center-Service Quality

Kotak Life Insurance

2 - 5 years

4 - 7 Lacs

Thane

Posted:2 days ago| Platform:

Apply

Skills Required

Service Quality- quality analysis conflict management service quality call audit quality improvement customer service call monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role
Job Title: SQ-Quality Analyst-Service Department/Group: Service Quality Location: Noida, Mumbai, Bangalore, Hyderabad Will Train Applicant(s): Yes About The Role Role and Responsibilities

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 on a designated frequency for operations team, CoE leadership, quality committee as required.

Participate in stakeholder meetings to represent the quality function for the site managed.

Experience as Call Centre agent handling customer and also experience in Call audits

Keeping oneself updated with latest product/process by monthly self-call taking activity

Preferred Skills

Good listening skills

Maintains a high level of professionalism

Skilled in conflict management

Ability to confidently facilitate team discussion on quality/COPC parameters

Experience in coaching and leading employees

Understanding and practical experience in effective coaching techniques

Ability to continually support employees through individual development plans

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

Help associates understand the performance bar and supports them to reach it

Good listening and conversation skills

Ability to confidently facilitate team discussion on quality/Weekly/ Monthly meets on parameters

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