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01/03 Vineeta Sharma
Managing Partner at V-Konnect Associates

Views:148 Applications:32 Rec. Actions:Recruiter Actions:0

Service/Process Excellence Role - Quality Assurance - Customer Service Domain (5-8 yrs)

Gurgaon/Gurugram Job Code: 1056421

Service/Process Excellence - Quality AssuranceCustomer Service-Gurgaon


- Owner of the CEX Metrics and dashboard (incl. Segment level dashboard to track Segment level CEX Metrics)

- Baseline current process flows, channel touch points, TATs, hand-offs, pain-points and define an aspirational stage and execute them

- SLA definition and adherence tracking across other delivery functions like Ops, IT etc.

- RCA of complaints / aged Service requests

- Collaborate with Segment Service Partners & Process team for improvements

- Administration of all VOC programs and assimilation of the outcome (incl. Annual NPS/CSAT)

- Governance cadence around the metrics to review KPIs and take corrective actions

- Develop recommendations on channel-wise changes to deliver enhanced client experience

- Identify process automation opportunities

- Execute and manage escalated problem resolution

- Deep understanding of our customer through research and analysis related to customer loyalty; understand the competition

- Monitor and measure customer service initiative on the agreed KPI

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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