Quality Assurance Manager

Job Purpose

The purpose of this job is to drive business excellence and encourage a culture of continuous improvement. The role will ensure process efficiency and effectiveness across all teams while adhering to organizational and regulatory standards. The role will be responsible to plan and implement a process-based approach to achieve process excellence, and drive and manage quality initiatives.

Job Context & Major Challenges

Job Context/Job Challenges

About the Financial Services Industry

India is today one of the most vibrant global economies on the back of robust banking and insurance sectors. It also is expected to be the fourth largest private wealth market globally by 2028. With an increased focus on wealth management and protection of assets, ABC is uniquely posed to reach the Indian population with a wide variety of trusted offerings under a single umbrella. The benefits of achieving a level of granularity in the business book and the opportunity to cater to these segments is immense and is increasing manifold year on year. The challenge here therefore remains as to how we capture a larger share of the opportunity by developing specific solutions to cater each segment of the business. Also by creating an inexpensive and standardized solution to increase the reach into the pockets of individuals across the country to harness on their captive business and explore new opportunities with them.

Market Opportunities – With a large customer base within ABC, there is an opportunity to cross-sell and upsell our products at an individual level. Increasingly Indian customers have started considering insurance and investment partners as extensions of wealth advisers. In this scenario it becomes extremely important to understand their psyche and then provide tailored solutions with wellness benefits which would help them meet their end objectives and bring in profitable revenue source for the company.

About The Aditya Birla Capital

Key Challenges for the role –To ensure that the quality parameters are met as per the regulatory guidelines and internal compliance and quality parameters for both in inhouse and Outsourced Call centers.

Key Result Areas

KRA (Accountabilities) (Max 1325 Characters)Supporting Actions (Max 1325 Characters)

KRA1 To ensure quality of all customer interactions and internal processes To ensure that the standards of communication through various channels such as telephone, sms, e-mail or regular mail, or fax and Internet, etc is met.

Assure regular and consistent calibrations across locations

Play a hands-on and visible role in improving the standards

Collaborate with the management team of the Call Center to assure standardization, communication, calibration, and consistency.

Spearhead analysis, design, and development initiatives related to the product training, refresher, and staff development training needs and recommend appropriate learning and job support solutions.

KRA2 To ensure process excellence Collaborate with internal stakeholders to improve client processes and drive client value through operational and process excellence

Support continuous improvement efforts and implement a method to capture and introduce employee ideas and process improvements

Maintain process performance measurements, determine process performance baselines, and statistically analyse metrics to identify areas for process improvement

Foster a culture of early problem identification, timely resolution and broad based employee engagement

KRA3 Team Management Ensure through continuous on the job training, skill enhancement of the QA & Re-engineering team

Mentor, supervise and coach the team.

Provide for on the job as well as classroom training for skill enhancement

Ensure periodic job rotation to give a higher exposure to the team members on all aspects.

KRA4