Assistant Manager - Quality - Call Center

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