Founder, Director & Trustee at Skills Group
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Assistant Manager - Quality - Call Center (4-8 yrs)
We have an opening for Assistant Manager - Quality (Women) - Call Center with a Leading MNC Giant in Mumbai. Please find enclosed a brief for the Same. If interested please share your contact / CV to discuss further on the Opportunity.
Position: Assistant Manager - Quality (Women) - Call Center
Company: A leading MNC Giant
Location: Mumbai
Qualification: Graduate or MBA (Full Time)
CTC: 6 to 9 lacs
Exp: 4 to 8 yrs
Age: Less than 30 yrs.
Job Description.
ROLE PURPOSE:
To ensure highest standards of service assurance across Inbound Call Center touch points.
- Improving Customer experience by identifying customer requirements and improving output
- Implementation of standardized quality processes.
- Measurement and benchmarking of quality performance.
- Identify opportunities which would impact customer or / and business.
- Identification and improvement of the underperforming processes
- Implement standardized quality process and practices
- Measure and review on a timely basis, the effectiveness of quality processes and practices
- Drive Quality initiatives pro-actively that positively impact Customer Satisfaction scores& Business results.
- Create a group of quality specialists who will work as catalysts to quality and supervise them.
- Drive a Quality culture that is based on processes with a road map to achieve the targets set for various audits
- Projects /activities required to align with National Quality initiatives.
- Quality scores: Responsible for Quality of service delivered across all the Inbound Call centers
- Customer Satisfaction scores: To ensure Customer satisfaction scores at all verticals are met as per targets set for the year (Interaction, Request and Resolution).
- New Initiatives to be launched to enhance the Quality of experience
- Focused efforts on streamlining the Quality processes through Projects & Process improvements
- Vendor Management: Managing and co-ordinating with the vendor quality teams to ensure quality deliverables are met.
Kumar
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