Customer Service Delivery Head

We have urgent requirement for Customer Service Delivery OR Quality Head / Sr. Manager – Mumbai with Writer Information for Mumbai location.

Listed below are the job Details and company profile. Let us know if you would be interested ?

Position : Customer Service / Quality Senior Manager OR Head

Reports To: COO

Experience: Min 15+ Years

Addressing client issues and complaints and produce requisite reports and resolutions on timely basis

Plan and execute client service improvement initiatives

Plan and execute client engagement/delight initiatives.

Managing customer service software and ensure regular tracking in order to have a better customer experience

Setup backend systems and processes with regards to all post sales client initiatives

Closely interact with HR for regular trainings of sales staff for improvement of client interactions, both functional and behavioral

Overseeing all customer interactions with the client and ensuring the parameters for the same

Monitoring of operational metrics for all Services and ensuring all client services are fulfilled in a professional and diligent manner.

Support the Relationship Manager in establishing and maintaining excellent operational relationships between the client and WIMS.

Ensure the effective management, monitoring, progression and reporting on all Incidents and service impacting issues.

Undertake the trending and analysis of all incidents and faults through Route Cause Analysis.

Ensure and review the delivery and distribution of the weekly, monthly and quarterly MIS & client reports.

Quality Guidelines, Policy, Procedures, Standards, Tools, Transactional Quality workflow.

Quality assurance to internal & external customers

Balance the conflicting objectives of Cost on one hand and Risk mitigation & quality assurance on the other

Define policy, procedures & standards for QA teams

Mitigation of operational risks for each process

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Key Accountabilities :

Design, Develop, Standardize of Transaction quality Management Model

Draft mitigation plan for risks along with exception handling procedures

Process improvements/productivity improvements

Set common minimum standards for Quality

Review and prepare monthly Reports, Root Cause Analysis

Share best practices for risk mitigation & quality

Design and development of standard TQ governance and reporting solution

Defining policy, procedures & standards