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.