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Job Description :
Role and Responsibilities
Partner Engagement: Robust engagement with Partners. Structured governance through reviews and strategic relationship management for the respective Partners. Daily, weekly and monthly reviews with Partners to ensure Customer Experience goals are met
Cross Functional Engagement: Regular and effective cross functional engagement on Customer VOC, trends, FTR improvement and Process recommendations backed by in-depth analysis.
Liaison and conduct sample audits to manage the performance of partner sites and collection agencies
Conducts periodic calibration / coaching sessions in order to maintaining consistent standards across centers.
Creates ad-hoc operational reports, status updates on a need basis and contribute to the development of reporting systems
Share quality best practices with the partners and ensure standardization in processes followed.
Help the partners solve complex customer service issues and proactively prevent negative service trends, conduct root cause analysis and process standardization
Work closely with the in-house team managing collection agencies and telecalling partners, lead best practice sharing and learning sessions to ensure that Kotak standards in service are maintained.
Serve as the Subject Matter Expert for quality management systems including the call monitoring and document management systems.
Participate in stakeholder meetings to represent the quality function for the partners and agencies managed.
Interacting with stakeholders to understand their service quality challenges and translate that in to action oriented projects for improvement, that has a direct bearing on customer satisfaction, effective complaint management and improving overall channel effectiveness.
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, …) would be an added advantage
Previous Experience in handling outsourced contact centre partners and brief 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
Understanding of and practical experience in effective coaching techniques
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
Effective partner management and vendor handling skills