Quality/Delivery Excellence - Customer Care

AVP - Quality (Delivery Excellence (Customer Care))

Delivery Excellence (DE) team is responsible for driving sustainable continuous improvement effort for customer care accounts globally. Primary focus is on ensuring high customer, investor & employee satisfaction. DE uses a LEAN based methodology that works to eliminate everything that does not add value to its clients.

This role requires specifically managing the DE and Continuous Improvement (CI) opportunities for multiple accounts in India.

A DE Engagement Manager is responsible for:

- Managin the day to day activities defined for business benefits including but not limited to implementation, DE/CI Geo resources, benefits realization, communications account leadership, DPE’s and implementation manager(s).

- Driving improvement initiatives that positively impact Client satisfaction & business profitability

- Identifying areas of improvement and facilitating improvement projects which can result in significant improvement in profitability

- Solving business problems through innovative & sustainable solutions

STRATEGIC INPUTS / SKILLS REQUIRED :

- Project Management

- Effective communication with account leadership

- Ability to identify improvement opportunities

- Process mapping

- Problem solving

- Six sigma / lean knowledge or certification preferred

OTHER REQUIREMENTS :

- Experience with CRM voice or non-voice business (chat & email)

- Experience in people management

- Should have managed at least 3 improvement project – CSAT/Resolution/Cost/AHT etc

- Preferred - Experience within customer care domain

If keen, please mail your profile at neha.malik@mastermindnetwork.co.in