MetLife

·       Manage teams and ensure quality and productivity targets are met.

·       Root Cause Analysis on Customer VOC

·       Lead & be a part of YB/GB Projects.

·       Motivate team members and control attrition.

·       Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.

·       Monitor and deliver on agreed service level metrics.

·       Provide coaching and feedback to team members to enable them to improve their performance. 

·       Client Interaction, where required at the level of Supervisors.

·       Ensure compliance with internal policies and procedures, external regulations and information security standards.

·       Ensure that all QA’s in the process know their goals and how they are linked to the Organization’s policy.

·       Effectively manage research/resolution/follow-ups for closure of open items

·       Providing event-based and frequency-based feedback

·       Generating Dashboard and reports

·       Coordinating and being a part of special projects around improving operational efficiency and reducing operational costs

·       Driving value stories, projects and process improvement ideas

·       Assisting Ops Manager in identifying training needs for the agents and process level issues that can help improve performance

·       Brief new agents joining the process and explain how the quality function operates in the process

·       Generating training need analysis

·       Help in updating the QSD as and when required

·       Maintain Quality culture across the LOB

·       Adhere to compliance to Quality standards (CMMI) 

·       Perform goal setting exercise with the team and ensure effective and measurable reviews and feedback mechanisms 

·       Best practice sharing across the team

·       Drive culture of data oriented decision making