Specialist-Quality Assurance and Business Coordination

Job Details

• Job Title: Specialist-Quality Assurance and Business Coordination
• Department: ServiceQuality
• Type of Position: FullTime
• Grade: SM
• Location: HO
• Reports To: Lead-Quality Assurance and Business Coordination
• Sub-Department: NA

Role Purpose Objective

• Responsible for tracking overall efficiency and TAT for all customer service deliverables, identifying deviations / root causes and implementing 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.

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 predefined 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 visits at least 3 per month.