Manager- Knowledge Management & Competency Assurance / Customer Operations

Jobleads (Bangalore, KA, India) 1 day ago
  •  » Manager- Knowledge Management & Competency Assurance / Customer Operations

Manager- Knowledge Management & Competency Assurance / Customer Operations

  • Review transactions handled (Email, Chat and Voice) to identify opportunity areas at product, system and agent level
  • Create detailed RCA on defects / trends / escalations and provide recommendations for improvement. Work closely with operations and quality team to implement action plans and monitor progress
  • Conduct Training Needs Identification / Analysis (TNI/ TNA) using both structured and informal methods across all work types
  • Collaborate with case handlers, subject matter experts (SMEs), QAs and managers to build / develop content and job aids, learning and training documents
  • Manage documents such as training materials, knowledge repository, procedural documents, etc in the knowledge management system / share-point
  • Develop instructional content and provide training for new hires and cross skill individuals / batches as needed
  • Drive implementation of process changes, create and maintain documentation of all changes
  • Support QA team in developing new scoring materials as & when needed
  • Create Learning roadmaps for all employees and identify mechanisms for governing the same
  • Periodic review & updating of knowledge repository, job aids and training materials
  • Maintain an active directory of staffs mapped to their certified skills & competencies. Create assessments that measure defined objectives, review & monitor competency of all case handlers on a periodic basics
  • Work with operations & quality team to ensure department is always meeting quality deliverables
Organization Grade 4/5 Position Title Manager- Knowledge Management & Competency Assurance Department Customer Operations Reporting Relationships VP / Sr. Director COPS Cross Functional Relationships Internal Teams Location Delhi/ NCR, Chennai, Bangalore

Competencies and Experience Required

Skills and Experience

  • Min 8-10 years of relevant experience in content development preferably for a UK financial sector
  • Bachelor s degree in any work stream
  • Strong understanding of call centre metrics (both voice and back office)
  • Should be excellent in reporting, PowerPoint, and Excel skills, and should have good project and process management experience
  • High quality written and verbal communication skills, strong listening skills
  • Has hands-on experience on resolving complex transactions, quality defects and training challenges, ability to assess training needs and tailor programs as per requirement
  • Excellent communication and teaming skills, with the ability to clearly communicate quality opportunity areas, training concepts, need analysis, etc to all stakeholders
  • Problem-solving, or the ability to identify problems, determine the accuracy and relevance of information, use sound judgment to generate and evaluate alternatives, and make recommendations
  • Building continuous assessment methods to keep up with evolving business / customer demands
  • Comprehensive & accurate documentation of policies, procedures & SOPs
  • MS office skills Excel & PowerPoint
  • Demonstrated record of outstanding work quality, productivity, and teamwork
  • Good knowledge of the training/learning related offerings and best practices followed in the industry
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  • Company Description:
    GAIN Credit is the new name for the Global Analytics group of companies. We’re an award-winning and market-leading fintech company dedicated to providing credit to customers who aren’t served fully by mainstream financial services. Our brands (Lending Stream, Drafty and Oye!) provide a range of lending products, backed up by world-class analytics, software and operations experi
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    Manager- Knowledge Management & Competency Assurance / Customer Operations

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