SME CC Quality-Digital Banking Kotak 811-VKYC
On-siteThāne, Maharashtra, India
Job Summary
Develop and implement a robust Quality Assurance framework across all inbound contact centre locations, ensuring consistency in standards and evaluation methodologies. Oversee call monitoring programs, interaction evaluations, and quality audits to maintain adherence to call handling standards and compliance requirements. Analyze customer feedback, complaints, escalations, and Net Promoter Score insights to identify recurring pain points and drive initiatives improving First Call Resolution. Partner with site leadership teams to address quality gaps, conduct calibration sessions, and facilitate coaching interventions for agent effectiveness. Present actionable insights from quality dashboards and scorecards to senior management while leading root cause analysis and process improvement initiatives.
Required Qualifications
- Prost Graduate in any discipline
- 5+ years of experience in Contact Centre Operations and Quality Management
- Minimum 3+ years of people leadership experience
- Experience managing quality across multiple locations or partner sites
Desired Qualifications
- Lean Six Sigma Green Belt/Black Belt certification preferred
- COPC, ISO Quality, Customer Experience, or Contact Centre certifications would be advantageous
- Strong exposure to Banking, Financial Services, Insurance, Telecom, Retail, E-commerce, or BPO environments preferred
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