Associate Manager - Service Quality
Standard Chartered Bank
4d ago

23 / Aug / 2019 About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours -

do the right thing, better together and never settle - as well as our brand promise, Here for good. We're committed to promoting equality in the workplace and creating an inclusive and flexible culture -

one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base. KEY RESPONSIBILITIES :

  • Focus on Quality Assurance and improvement of processes within Client Care Centre
  • Work closely with the Training & Operations teams to achieve / improve business KPIs
  • Monitor calls to improve Quality of Interactions with Customer
  • Provide qualitative and specific feedback to drive performance
  • Identify gaps and initiate process improvements
  • Identify Need based training requirements
  • Focus on reduction of errors and share RCA basis the Escalations, Repeats & Complaints.
  • Conduct / Attend Call Calibration sessions with QA, training and operations team.
  • Ensure process adherence and audit preparedness.
  • Explore ways to improve value-added service and ensure superior service delivery through robust and customer centric processes.
  • Conduct Mystery Calls to assess awareness & knowledge levels
  • Support Certification and incubation of new hires
  • Contribute significantly towards achievement of key service metrics - FCR / RTF / CSAT
  • Support Business objectives & priorities (Handle calls, conduct Escalation RCA)
  • Contribute / Support Business Projects KNOWLEDGE / SKILLS / EXPERIENCE :
  • Cards / Bank & Assets product & process knowledge
  • Knowledge of India Inbound processes will be an added advantage
  • Person applying should be flexible to stretch and work across different calendars of India
  • Contact Centre experience preferredApply now to join the Bank for those with big career ambitions.
  • Apply
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