Senior Associate - Customer Service Quality - BFSI/NBFC/FinTech Domain

Sr. Associate - Customer Services (Quality)

Are you ready to take the next leap in your career : If you are looking for an opportunity to create an impact using your knowledge & expertise with the objective of maximising company performance, then we may have just the right opening for you.

Opportunity is with one of the reputed NBFC :

Role : Sr. Associate-Customer Services (Quality)

Location : Delhi

Please Note :

- Candidates from BFSI, NBFC and Fintech domain are preferred.

Roles & Responsibilities :

- Managing the complete quality operations for outsourced partners and doing in- house quality audits for all the service channels to get the voice of customers to improve the service delivery processes.

- Deep understanding of contact centre operations, C-SAT & NPS would be a basic requirement. Be the point of contact to drive and conceptualise the journey of moving from Good to excellent in-terms of customer satisfaction

- Exp: 6-10 years, improve quality audits across various teams of Contact Centre & other service channels.

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

- 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 derive insights to optimise the user experience.

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

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

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

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

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

- Conduct In-house audits for Customer Care and field teams to ensure high quality of service.

- Work and drive NPS and CSAT .

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