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HR at Sampoorna Consultants Pvt. Ltd
Views:165 Applications:44 Rec. Actions:Recruiter Actions:30
Head - Process Audit & Process Design (8-15 yrs)
Responsibilities:
- Audit all process types, across all stages of a customer's journey i.e. Onboarding |Raising a ticket | Service journey | Closure
- Include all the customer touch points i.e. Call center | backend teams | customer communication in the audit scope
- Responsible for preparing a plan of action to improve customer experience based on audit findings | customer complaints | RCA
- Use CAPA from different sources to bring changes in the processes to improve customer experience
- Should be able to clearly articulate process gaps & be customer`s voice whilst sharing a resolution
- Have hands on exposure in preparing SOPs for new processes, maintaining & reviewing existing SOPs and ensure there's no deviation from the process
- Should be able to drive improvements by collaborating with internal teams like Sales, Service, Ops, Training etc
Desired candidate profile:
- Overall experience of 8-10 years with 3 years in leadership role
- Excellent command in Ms excel, word, powerpoint
- Exposure to tools like Lucid charts | Tableau will be an added advantage
- Experience of collaborating with Product & Tech team on requirements based on customers voice is good to have
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