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Friday, 9 March 2012

Call Quality Manager - OCCÂ Jobs at HDFC Bank Ltd

Company Name:  HDFC Bank Limited

Designation:  Call Quality Manager - OCCÂ

Job Description:


Upliftment of non performing tses from C to B, B to A category through mock calls / training

Quality assessments on outbound calls made to customer.Drive low call defects and high scores by constant training / monitoring of telecallers.

Needs to handle a key activity of monitoring script adherence , quality of probing and resolution , and process adherence at the region.

Should drive high call quality levels by structured effort through barge ins , mock calls , administering call calibration sheets and structured training programs.

Design training calendar & completion of training as scheduled.

Good understanding of processes.

Mystery shopping to capture voice of customer.

Internal Audits time to time to check & acertain quality of the location on perdefined parameters.

Company Profile:

The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's liberalisation of the Indian Banking Industry in 1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995. 

Desired Profile:


Candidate must possess at least a Master in Business Admin/Post Graduate Diploma in Business Administration/Post Graduate Program in Management in any field.

At least 1 year(s) of working experience in the related field is required for this position.

Preferably Managers specializing in Quality Control/Assurance or equivalent. Job role in Quality Control/Assurance or equivalent.

1 Full-Time positions available.

Experience:   1 - 3 Years

Role:   Quality Assurance/Quality Control Manager

Functional Area:    ITES/BPO/KPO, Customer Service, Ops.

UG - B.Com
PG - M.Com, PG Diploma

Location:    Delhi

Details Here

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