Regional Quality Manager (RQM)

Job Title: Regional Quality Manager (RQM)
Total Position: One
Job Type Permanent
Minimum Education: Post Graduate / MBA Degree
Minimum Experience: •  Minimum 4-6 years experience, preferably in banking industry.
•  Strong analytical and creative skills with an understanding of the various attributes of Service Quality.
•  Excellent verbal and communication skills along with team management skills.
•  Proficiency in office management tools including PC skills (MS Office).
Key Responsibilities:
•Conduct root cause analysis and provide recommendations to improve customer experience.
• Develop and supervise the documentation of continuous Process Improvement initiatives / teams and Service Level agreements (SLAs) in the area of responsibility. Ensure adherence to Service Level Agreements & agreed Processes of all business units in the area of responsibility .
• Escalation to Regional Heads/Customer Services Heads & GMs on need basis to ensure resolution of service issues in timely manner.