- Experience of 6-8 years; improve quality audits across various teams of Contact Centre & Retail.

- Six Sigma certified (Mandatory), Additional Certification or the experience of implementing Training and Quality-related processes from scratch will be an advantage.

- Ensure improvement and sustainability of processes based on quality audits.

- Assist the Operations team in employing innovative methods and give feedback to improve the overall customer experience.

- Identify and explore quantitative and qualitative data to develop and enhance employee skills. Tackle problems in creative and logical ways and brainstorm solutions.

- Conduct customer feedback audits and derives insights to optimize the user experience.

- Create effective working relationships with key stakeholders by logical process enhancement suggestions along with data-driven product decisions.

- Formulate compliance and non-compliance processes as per policies and requirements.

- Ensure that training needs are created and shared with Training team.

- Identify and assess training needs through job analysis, quality scores, performance appraisals, and consultation with respective managers.

- Plan and manage on-the-job training, quizzes, refresher training, etc. for associates.

- Partner with Outsourced teams to plan and design the complete quality structure.

- Conduct Inhouse audits for CC and Retail field teams to ensure high quality of service.

- Work on market research to drive NPS and CSAT .

- Work closely with various teams to plug areas of opportunity into the Service delivery .

- Total 6-8 year's experience into Contact Centre, Back office Operations and Retail .

- Experience working with Tech process or Agriculture business

- Experience in both voice and non-voice processes.

- Strong analytical and problem-solving skills.

- Must enjoy digging into data and deriving insights because we are a data-driven company

- A quick learner who is able to understand the process and provide valuable feedback.

- Excellent interpersonal skills and ability to work with and influence different stakeholders

- Should have the ability to work under pressure and in an unstructured environment.

- Ability to travel

- Excellent written and verbal communication skills with the ability to communicate with multiple levels within the organization.

- Should have excellent knowledge of MS-Office, Excel, MIS, Dashboards and Power Point Presentation Skills, G-Suite

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