Deputy General Manager - Service Quality - Telecom/BFSI

Pleasure to introduce our is a leading Consulting firm based in Chennai. One of our Telecom client is looking for Service Quality Lead (DGM Level) based in Chennai as per the below JD

Position: Service Quality Lead (DGM Level) (ONLY FEMALE)

Experience: 8+ years of experience in Telecom or Financial Institutions

Qualification: Any Degree or Post Graduation in Premier Institutions

Reporting to : State Head

Job Mandate:

This Position is responsible for quality monitoring and control for all customer service operations in the state. Also be responsible for providing periodic assessment on quality performance for all care channel.

The candidate escalate to state CS head & NHQ any quality deficits and short falls in performance.

Key Responsibilities

Monitoring & reporting for service delivery through care channels to ensure promised customer CSAT & NPS

Responsible to ensure overall quality targets are met in every period of evaluation

Provide period assessment on quality performance for all care to deliver promised customer experience

Knowledge & Skill

Quality Monitoring & Control

Reporting & Dash Boarding

Analytically Ability