23/08 Aditi Chauhan
Assistant Manager - Talent Acquisition at Reliance Industries

Views:2504 Applications:219 Rec. Actions:Recruiter Actions:10

Reliance Industries - Manager - Quality/Operations - Ajio.com (6-12 yrs)

Bangalore Job Code: 735363

Job Mandate :

The Quality Lead will be responsible for performing Transactional and Process Audits with regard to various types of customer interactions of the Reliance E-Commerce business; from the viewpoint of a Contact Centre. Beyond audits, he/she will also contribute towards performing Root-cause Analysis and Performance improvement on various Customer Experience KPIs

Key Responsibilities :

- Drive continuous improvement for Transaction Quality and Delivery

- Conduct Transactional audits on various types of Customer interactions - Calls, E-mails, Social Media posts, Chats on pre-defined Quality parameters and identify opportunities for Quality metrics performance improvement

- Conduct specific dip-check audits on particular processes and identify opportunities for Process Improvement

- Strengthen Quality management processes / framework to improve quality delivery

- Evaluate effectiveness of transactional quality interventions

- Ability to get out of the box ideas and Process improvement initiatives

- Conduct Quality Data Analysis and apply QC Tools for performing Root-cause Analysis

- Participate in calibrations to ensure consistent scoring & feedback delivery approach at Contact Centres

- Engage with Contact Centre Quality Teams to ensure robust implementation of Transactional Quality structure, Feedback adherence, Training Need Analysis as well as Quality KPIs and overall Customer Experience enhancement

- Drive Customer Experience through Quality & Process Audit interventions

- Handle a threshold number of Interactions with customers on a periodic basis to ensure focus on the process knowledge

Educational Qualifications :

- Graduate / Post-graduate working in the Contact Centre / Customer Care domain in E-Commerce / BPO industries

- Six Sigma (Green Belt) Certified

Years of Experience (minimum & maximum)

- 6 to 8+ years

- Minimum 3 to 5 years in Quality / Service Excellence domain

Women-friendly workplace:

Maternity and Paternity Benefits

Add a note
Something suspicious? Report this job posting.