Specialist-Quality Assurance and Business Coordination

Job description

Job Description 1. **POSITIONDESCRIPTION** JOBTITLE Specialist-QualityAssurance and Business Coordination GRADE SM DEPARTMENT ServiceQuality LOCATION HO SUB-DEPARTMENT NA TYPEOF POSITION FullTime REPORTSTO Lead-QualityAssurance and Business Coordination REPORTINGINTO NA 1. **ROLEPURPOSE OBJECTIVE** - Responsiblefor tracking overall efficiency and TAT for all customer service deliverables, identify deviations / root causes and implement process corrections appropriately. - Ensure embedding Quality culture across relevant functions and depts., through formation of Quality Circles. - Responsiblefor overall management incidents and conduct Root Cause Analysisfor 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. SIZEOF THE ROLE 1. **FINANCIALSIZE** NA NON-FINANCIALSIZE NA 1. **KEYDUTIES RESPONSIBILITIES OF THE ROLE** **Business** - Ensure pre-defined 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. **InternalProcess** - 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 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. **LearningPerformance** - Create training module to improve Service Quality such as FTRs and Process Improvement such as implementation of 5S. Branchvisit at least 3 per month **MINIMUMREQUIREMENTS OF KNOWLEDGE SKILLS** Educational Qualifications - Post-Graduate(preference to be given for statistics / Six Sigma certifiedcandidates) or other equivalent quality system certified. Experience(Years and Core Experience Type) - 36 years of experience in customer service, qualitycontrol preferably in a bank/NBFC Certifications NA FunctionalSkills - Knowledge of Indian Banking system, banking products and operations. - Knowledge in Quality Assurance related technology systems - Knowledge of software development life cycle and quality analysismethodologies - Knowledge of process mapping and lean projects