Job Mandate : The Quality Lead will be responsible for performing Transactional and Process Audits with regard to various types of customer interactions of the Reliance E-Commerce business; from the viewpoint of a Contact Centre. Beyond audits, he/she will also contribute towards performing Root-cause Analysis and Performance improvement on various Customer Experience KPIs Key Responsibilities : - Drive continuous improvement for Transaction Quality and Delivery - Conduct Transactional audits on various types of Customer interactions - Calls, E-mails, Social Media posts, Chats on pre-defined Quality parameters and identify opportunities for Quality metrics performance improvement - Conduct specific dip-check audits on particular processes and identify opportunities for Process Improvement - Strengthen Quality management processes / framework to improve quality delivery - Evaluate effectiveness of transactional quality interventions - Ability to get out of the box ideas and Process improvement initiatives - Conduct Quality Data Analysis and apply QC Tools for performing Root-cause Analysis - Participate in calibrations to ensure consistent scoring & feedback delivery approach at Contact Centres - Engage with Contact Centre Quality Teams to ensure robust implementation of Transactional Quality structure, Feedback adherence, Training Need Analysis as well as Quality KPIs and overall Customer Experience enhancement - Drive Customer Experience through Quality & Process Audit interventions - Handle a threshold number of Interactions with customers on a periodic basis to ensure focus on the process knowledge Educational Qualifications : - Graduate / Post-graduate working in the Contact Centre / Customer Care domain in E-Commerce / BPO industries - Six Sigma (Green Belt) Certified Years of Experience (minimum & maximum) - 6 to 8+ years - Minimum 3 to 5 years in Quality / Service Excellence domain

Bangalore

Reliance Industries - Manager - Quality/Operations - Ajio.com 

Reliance Industries - Manager - Quality/Operations - Ajio.com  ,Job Description for Reliance Industries - Manager - Quality/Operations - Ajio.com  in Reliance Industries in  Bangalore for (6-12) years of experience. Apply Now!

Job Description for Reliance Industries - Manager - Quality/Operations - Ajio.com  in Reliance Industries in  Bangalore for (6-12) years of experience. Apply Now!