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Lead - Voice of Customer Manager - Bank/IT (10-18 yrs)
Position - Lead Voice of Customer Manager
Reporting to the Quality Head
Location - Noida
Note : Looking for a candidate from any Financial Institution (Bank/NBFC/Fintech) or an IT Organisation where clients are from BFSI Industry
JOB DESCRIPTION :
Job Role and Responsibilities:
- Capturing feedback from the customers digitally as well as through in-person meetings to keep a check on customer satisfaction
- Preparation of Feedback report
- Sharing analysis and detailed reports with the management and internal practitioners to enable business related decision making
- Liaise with internal teams to get customer concerns addressed .
- Prepare/update relevant questionnaires for feedback, from time to time .
- Facilitating rewards and recognitions to internal team for exceptional client
Desired for the Role:
- Liaison with business heads, account managers to maintain continuous improvement of VoC process
- Ensure timely reporting of dashboard
- Ensure information readiness for quick reference
- Implementation knowledge on Data Analysis
- Knowledge of NPS management and analytics
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