Quality Manager
mashreqbank
Total years of experience :17 years, 2 Months
Developed and implemented World Class Quality assurance Program for Direct banking & Alternate channels, handled the quality objective for 400 employees working in Five different departments having presence in four different countries.
•Think creatively and challenge existing procedures to facilitate ongoing change in customer service and act as a change agent to ensure policy, procedure and best practices are adhered.
•Work closely with team leaders & call center mangers to make recommendations for training and filling the gaps (products & process wise).
•Conduct training with regards to call handling and customer satisfactions techniques.
•Ensure customer satisfaction through continuous monitoring of calls & provide feedbacks to front liners in order to improve internal and external quality standards set by the organization.
•Develop scripts for the most frequent call experiences and to tailor any scripts produced by the service team.
•Provide recommendation for product/ process improvements based on the customer experience and feedback to the business and policy to decrease risk and increase profits.
•Participates in customer and client listening programs such as NPS, Transactional survey, Mystery shopping and on-boarding survey.
•Lead and develop Quality Assurance team members in day-to-day activities to achieve optimal business results and outstanding customer service and ensure the development of team member’s competencies by exposing them to other areas of the business.
•Responsible for the design and implementation of quality assurance processes, procedures, formats, and quality standards
•Make recommendations regarding personnel decisions including: staffing levels, hiring, orientation, retention, promotion, rewards & recognition, salary increases termination, etc.
•To manage the day-to-day planning, operation and problem-solving of a team of Personal Banking Advisors to meet with the required service level components, standards and sales targets, quality and productivity targets and indicators.
•People Management including all HR related issues as well as staff development.
•Operational Management: Managing the floor, adherence to schedule.
•Ownership and problem resolution.
•Call monitoring, Coaching and Feedback, responsibility for delivery of the defined customer experience in every call.
•Training and development of staff.
•Motivation, Leadership for a team of 14 & developing future leaders.
•Recommendations for product and process development based on customer feedback and analysis of the same.
•Conducting performance appraisal for the team.
•Contribute for the initial hiring and selecting process of the front liner.
•Overall responsibility for new PBA’s certification.
•Compiling reports on Team’s performance and customer feedback.
•Supporting Management and leading special projects.
•Communication and being a focal point of dissemination of information from management to team and vice versa.