A Position Overview Position Title Assistant Key Account Manager – HDFC Asset Channel Department HDFC Relationship Channel Level/ Band AM Grade 304 B Organizational Relationships Reports To Area Manager Supervises C Job Dimensions Geographic Area Covered HDFC Bank Relationship Stakeholders Internal HDFC Bank Relationship Supervisors External D Key Result Areas Organization process Key contributions Frequency Training • Prepare training material for New Phone Bankers • Certification/ Motivation of Phone bankers • Timely Completion of training • Coaching callers based on quality scores for improvement • Training to improve sales Daily / Monthly Quality Evaluations • Ensure Quality Lead generation from the Phone Banker • Ensure regular monitoring of quality of calls and completion of monitoring within defined timelines • Timely feedback to caller • Collect customer feedback and review scripts regularly • Conducting Monthly certifications for the unit to assess product/process/ system. • Analyze the training requirements bases the feedback shared. Daily / Monthly MIS • Prepare the Quality MIS • Ensure the MIS is published to the relevant stakeholders on time. Daily/ Weekly/ Monthly Others • Assist in preparation of process notes or system requirements • Projects to improve overall lead quality E Skills Required Technical • Good Knowledge of MS Office / MS Excel Behavioral Essential Desired Interpersonal skills Communication skills Creative thinking skills Supervising/Leadership skills Teamwork Skills Influencing skills Relationship Building skills Decision making skills Advance Excel skills F Incumbent Characteristics Essential Desired Qualification Graduation Post-Graduation Experience At least 3-5 years of experience in call centre industry, in Quality / Training process. Any industry