Assistant Key Account Manager - Virtual Bancassurance Hdfc

Prepare training material for New Phone Bankers

• Certification/ Motivation of Phone bankers
• Timely Completion of training
• Coaching callers based on quality scores for improvement
• Training to improve sales

Daily / Monthly - Quality Evaluations

• Ensure Quality Lead generation from the Phone Banker
• Ensure regular monitoring of quality of calls and completion of monitoring within defined timelines
• Timely feedback to caller
• Collect customer feedback and review scripts regularly
• Conducting Monthly certifications for the unit to assess product/process/system
• Analyze the training requirements based on the feedback shared

Daily / Monthly - MIS

• Prepare the Quality MIS
• Ensure the MIS is published to the relevant stakeholders on time

Daily/ Weekly/ Monthly - Others

• Assist in preparation of process notes or system requirements
• Projects to improve overall lead quality

E. Skills Required

Technical

• Good Knowledge of MS Office / MS Excel

Behavioral

Essential / Desired

• Interpersonal skills
• Communication skills
• Creative thinking skills
• Supervising/Leadership skills
• Teamwork Skills
• Influencing skills
• Relationship Building skills
• Decision making skills
• Advance Excel skills

F. Incumbent Characteristics

Essential / Desired

• Qualification: Graduation
• Post-Graduation: Desired
• Experience: At least 3-5 years of experience in call centre industry, in Quality / Training process. Any industry