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Head - Service Quality/Customer Experience - Financial Services (14-17 yrs)
Head Service Quality of Customer Experience
Head Service & Quality of Customer Experience for Financial Services
Base: Navi Mumbai
Responsibilities:
- Customer Engagement and Service quality team will be responsible for tracking customer engagement metrics.
- Ensuring service quality across all relevant channels, including coaching teams from all channels
- Responsible for devising strategies for customer life cycle management through course of the relationship with customer.
- Escalation and grievances: Design and operationalize processes on escalations and customer grievances.
- Report out to grievance handling.
- Conduct RCA to reduce escalations.
- Responsible for all CX related learning across the organization
- Ownership of content preparation
- Determination of delivery mechanism (e-learning vs class room)
- Preparation of continuous learning program for all roles
- Measuring & reporting impact of CX academy
- Coordination with internal stakeholders (HR, L&D) and external partners
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
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