Job role
Manager- Quality Assurance
Financial Concierge
Mumbai
4 - 8 Years Of Experience
No. of Openings - 1
Interested in this position?
Responsibilities:
- Identify check points where the Financial Concierge Specialists (FC’s) communicate with the clients
- Design a metrics to evaluate the above Financial Concierge Specialist (FC’s) touch points using call quality parameters and standards
- Identify areas for improvement for FC’s quality checks
- Design feedback mechanism to share constructive feedback with FC’s and monitor improvements
- Deep dive into the problems and conduct root analysis cause to identify possible solutions
- Program, manage and drive continuous improvement and process adherence KRP for the quality check of the FC’s dedicatedly
- Build and populate key management dashboards to monitor quality check results to enable data-driven decision-making using business intelligence tools
Skills:
- Collaborative and result oriented
- Structured approach of thinking and execution
- Proven experience in quality control, quality assurance or a related role
- Strong understanding of quality evaluation systems, tools and techniques