SME CC Quality-Digital Banking Kotak 811-VKYC

Quality Manager - Inbound Contact Centre Operations

Role Purpose

The Quality Manager is responsible for driving service excellence, process compliance, and customer experience across multiple inbound contact centre locations. The role involves managing quality frameworks, monitoring customer interactions, ensuring regulatory compliance, standardizing quality practices, and partnering with operations leaders to continuously improve performance, customer satisfaction, and agent effectiveness.

Key Responsibilities

1. Quality Strategy & Governance

• Develop and implement a robust Quality Assurance (QA) framework across all inbound contact centre locations & skills
• Ensure consistency in quality standards, evaluation methodologies, and customer experience benchmarks.
• Define quality metrics aligned with organizational goals and customer expectations.
• Establish governance mechanisms for quality reviews and performance management.

2. Contact Monitoring & Quality Assurance

• Oversee call monitoring programs, interaction evaluations, and quality audits across multiple sites.
• Ensure adherence to call handling standards, compliance requirements, and process guidelines.
• Conduct calibration sessions to maintain scoring consistency among Quality Analysts.
• Monitor customer conversations across voice and digital channels, where applicable.

3. Multi-Location Quality Management

• Standardize quality processes across all skills & locations.
• Benchmark site-wise performance and identify best practices for replication.
• Drive performance improvement plans for underperforming locations.
• Partner with site leadership teams to address quality gaps and service issues.

4. Customer Experience Management

• Analyse customer feedback, complaints, escalations, NPS, and VOC (Voice of Customer) insights.
• Identify recurring customer pain points and recommend process improvements.
• Work closely with Operations, Training, and other teams to enhance customer experience.
• Drive initiatives to improve First Call Resolution (FCR) and overall service quality.

5. Compliance & Risk Management

• Ensure compliance with regulatory requirements, internal policies, and customer handling guidelines.
• Conduct periodic compliance audits and risk assessments.
• Monitor critical process adherence and customer data protection standards.
• Support internal and external audit requirements.

6. Coaching & Capability Development

• Identify training needs through quality evaluations and trend analysis.
• Partner with Training teams to develop targeted coaching interventions.
• Facilitate quality awareness programs, workshops, and certification initiatives.
• Support leadership development for Team Leaders and Quality Analysts.

7. Data Analytics & Reporting

• Develop and manage quality dashboards, scorecards, and management reviews.
• Analyse trends related to customer experience, agent performance, compliance, and productivity.
• Present actionable insights and recommendations to senior management.
• Leverage analytics to predict quality risks and improvement opportunities.

8. Continuous Improvement

• Drive Lean, Six Sigma, and process improvement initiatives.
• Lead root cause analysis (RCA) and corrective action plans.
• Implement automation and digital quality monitoring solutions.
• Foster a culture of continuous improvement and customer-centricity.

Key Performance Indicators (KPIs)

Quality Metrics

• Quality Score
• Critical Error Rate
• Compliance Adherence %
• Audit Accuracy %

Customer Experience Metrics

• NPS (Net Promoter Score)
• Customer Complaints Reduction
• First Contact Resolution (FCR)

Operational Metrics

• Repeat Call Reduction
• Escalation Rate
• Coaching Effectiveness
• Action Closure Compliance
• Increasing Sales pitches and conversions

Governance Metrics

• Calibration Accuracy
• Audit Completion Rate
• SLA Adherence
• Regulatory Compliance Score

Desired Qualifications

• Prost Graduate in any discipline.
• Lean Six Sigma Green Belt/Black Belt certification preferred.
• COPC, ISO Quality, Customer Experience, or Contact Centre certifications would be advantageous.

Experience

• 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.
• Strong exposure to Banking, Financial Services, Insurance, Telecom, Retail, E-commerce, or BPO environments preferred.

Key Skills

Functional Skills

• Contact Centre Quality Management
• Customer Experience Management
• Voice of Customer (VOC)
• Quality Monitoring & Calibration
• Compliance & Risk Management
• Root Cause Analysis (RCA)
• Data Analytics & Reporting
• Process Improvement

Leadership Skills

• Stakeholder Management
• Team Management
• Influencing & Negotiation
• Change Management
• Coaching & Mentoring
• Strategic Thinking

Technical Skills

• Advanced Excel
• Power BI
• Speech Analytics Tools
• Quality Monitoring Platforms
• CRM & Contact Centre Technologies

Span of Control:

• Multiple Inbound Contact Centres (Internal & Outsourced)
• Centralized Quality Governance Across Locations

Ideal Candidate Profile

A customer-obsessed quality leader with strong experience in managing large-scale inbound contact centre quality programs across multiple locations, capable of driving operational excellence, compliance adherence, and superior customer experience through data-driven quality interventions and stakeholder management.