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
Email CV to firstname.lastname@example.org
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