Virtual Care-Officer Service Assurance - Mumbai

Mystery shopping / Calling

Carry out knowledge checks on latest product /process updates

Share feedback on the observation with Units

Checks to be carried out on daily basis

Gaps if any of non-adherence are highlighted

To identify process & Product gaps

All Chapters read within TAT

Quiz scores as per benchmarks

Other Operational Activities

Store and maintain all the MIS as per requirement. Maintenance of all records in the defined formats(soft copy/ hard copy)

Filing & storage of reports as per defined process (hard copy / soft copy form as applicable)

Keep self updated on the product/ process knowledge as per the training imparted by the Training / Supervisors/ Quality.

Shift Adherence

Nil Unscheduled offs

Appropriate attendance record updation

Nil Exception of ID maintenance

Adherence to Audit and compliance process as defined.

Audit & Compliance guidelines:

Ensure adherence to Audit Compliance guidelines on complaints.

Nil Exceptions on resolution & Call Out related processes as defined.

Assess through periodic checks.

Administrative, Compliance & Personal Efficiency:

Ensure all laid down system and process guidelines as stipulated by Audit and Senior Management are followed

Ensure self and staff discipline (Late Login, Unscheduled Offs)

Adherence to Bank’s policies /guidelines.

Back up Responsibilities

Ensure role of back up.

Ensure leave planning and backups.