Training & Quality Mgr-VRM

Location: Mohali

Experience: 4 - 10 Years

Business Unit: Training & Quality-Virtual Banking

Job Type: Permanent

Openings: 3

Manager - Virtual Relationship Management (VRM)

Training & Quality

Unit Head

Training and Quality Management - Corporate Sales

[Not provided]

Train and develop VRM staff to ensure high-quality customer engagement, sales, and service delivery. Drive performance improvement through innovative training methods and continuous quality monitoring.

Complete induction and on-the-job training for VRM staff.

Conduct mock sessions to assess knowledge levels.

Ensure RM certification within 30 days and NISM/IRDA certification within 60 days.

Conduct daily huddles and weekly refresher sessions.

Re-train underperforming VRMs in service and sales.

Improve test scores of below-average team members.

Monitor calls to ensure high-quality pitches and relationship building.

Provide documented feedback and conduct mock calls for improvement.

Hold weekly meetings with team leaders to address training needs.

Align quality standards for VRM and PB staff.

Measure service delivery gaps and recommend improvements.

Achieve benchmark scores for interaction quality.

Maintain up-to-date knowledge of products and processes.

Ensure timely completion of chapter readings on E Process.

Recognize achievers in sales and service to boost morale.

Update topper boards and encourage performance through best practices.

Analyze call observations and CRM audits for quality improvement.

Identify top erroring VRMs and address gaps in performance.

Monitor short call patterns and analyze spikes in contact activity.

Graduate degree in any discipline.

NISM, IRDA, AMFI.

Training delivery, quality monitoring, relationship management, analytical skills, team motivation.

VRMs, supervisors, unit heads, regional training teams, product teams, IT teams.