Specialist-Quality Assurance and Business Coordination

1. POSITION DESCRIPTION

JOB TITLE

Specialist-Quality Assurance and Business Coordination

GRADE

SM

DEPARTMENT

Service Quality

LOCATION

HO

SUB-DEPARTMENT

NA

TYPE OF POSITION

Full Time

REPORTS TO

Lead-Quality Assurance and Business Coordination

REPORTING INTO

NA

1. ROLE PURPOSE & OBJECTIVE

• Responsible for tracking overall efficiency and TAT for all customer service deliverables, identify deviations / root causes and implement process corrections appropriately.

• Ensure embedding Quality culture across relevant functions and depts., through formation of Quality Circles.

• Responsible for overall management incidents and conduct Root Cause Analysis for initiating fix.

• Prepare and submit MIS and reports on various SQ programs, analyze gaps and recommend corrective actions.

• Identifying scope of better Service for respective verticals and work closely with departments for process improvements.

• Responsible to administer balanced scorecards for branches and business verticals.

1. SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

NA

NA

1. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business

• To track, monitor and support assigned businesses for disbursement of Loans, Account opening within TAT which will impact the customer acquisition, business growth and improve productivity

• Ensure pre-defined improvement, quarterly on the baseline/ Index scores or maintain 90% above benchmark for assigned businesses.

Customer

• Efficient Management of Incident, avoid repetition and permanent fix. This includes impact assessment, rectification of impacted transactions, RCAs documentation and implementing solution for permanent fix in a time bound manner

• Identify Top 5 complaints, Unique complaints and achieve elimination and reduction targets by undertaking Process Improvements and process reengineering through business coordination. To be measured by number of complaints reduced/eliminated against the target.

• Identify Key services that are driven by systems and process, develop automated exception report to identify slippages proactively. To be measured by number of exception report developed and implemented in time and action taken on identified exceptions and permanent fix.

Internal Process

• Implementation of RPA for service index dashboards, exception report to reduce the manual report and inaccuracies. To be measured basis number of RPA projects agreed and implemented within time.

• Conduct periodical review of Service Index and complaints analysis review of Service Index and complaints analysis with business, effective tracking of closure of Action item. To be measured basis regularity and effectiveness of CFTs and number of gaps fixed/improvements made.

Learning & Performance

• Create training module to improve Service Quality such as FTRs and Process Improvement such as implementation of 5S.

Branch visit at least 3 per month

1. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• Post-Graduate (preference to be given for statistics / Six Sigma certified candidates) or other equivalent quality system certified.

Experience (Years and Core Experience Type)

• 3 – 6 years of experience in customer service, quality control preferably in a bank/NBFC

Certifications

NA

Functional Skills

• Knowledge of Indian Banking system, banking products and operations.

• Knowledge in Quality Assurance related technology systems

• Knowledge of software development life cycle and quality analysis methodologies.

• Knowledge of process mapping and lean projects

• Good understanding of writing queries, building logics to generate various reports in the given environment and technology

• Fair understanding on MS-Office suite.

• Knowledge of root cause analysis tools

Behavioral Skills

• Excellent interpersonal, written, and oral communication skills

• Courteous and empathetic to customer needs and challenges

• Proven analytical and problem-solving abilities

• Experience working in a team-oriented, collaborative environment

• Good analytical ability and good communication skills

Competencies

NA

1. KEY INTERACTIONS

INTERNAL

EXTERNAL

• Manager – Grievance Redressal

• Regional Managers of respective verticals

• National Managers of respective verticals

• Product Managers/Asst. Product Managers.

• IT Managers relevant to the applications used for respective businesses.

• OPS Managers / ROMs

• Regional Credit Managers of relevant verticals

NA

PREPARED BY:

DATE:

REVIEWED BY: Anil Kumar M

DATE: 16-01-2024

LAST UPDATED BY: TM Team

DATE: 16-01-2024