Job Description :
Job Title: Head - Training & Quality (Call Center Operations)
BU & Company: Unsecured Lending | Muthoot Finance Ltd.
Reporting To: Head - Call Center & Customer Service
Role Purpose: Leads T&Q frameworks across Call Center channels (Sales, Service, Complaint Desks) to drive CX, compliance, sales quality, and team capability.
Key Responsibilities:
Training & Capability: Defines strategy for induction, products, sales skills, RBI compliance, and grievance handling.
Quality & Governance: Manages scorecards, audits, and calibration for process adherence and mis-selling prevention.
Service & Coaching: Drives performance improvement plans, reduces repeat complaints, and targets process gaps using VOC data.
MIS & Audit: Publishes performance dashboards and ensures audit readiness for regulatory inspections.
Team Leadership: Manages T&Q Managers, Analysts, and Trainers.
Requirements & Metrics:
Profile: 10-15 years BFSI T&Q experience (Min 5 years managing large call center teams). Graduate required MBA preferred. Deep knowledge of unsecured lending operations.
Success Metrics: Improvement in QA/NPS scores, reduction in repeat complaints/mis-selling, and seamless audit clearances.
