Job/Soft skill training

Health insurance

Cafeteria

Free meal

Office cab/shuttle

Professional degree assistance

Child care facility

Office gym

International/On-site exposure

Annual leaves

Rewards & recognition

Paternity leaves

Gifts on festivals

Maternity leaves

Stock options

Swiggy Reviews by Employees

Fleet Manager

Delivery Boy

Store Manager

Assistant Store Manager

Sales Manager

Assistant Manager

Senior Executive

Onboarding Executive

Delivery Executive

Key Account Manager

MIS Executive

Senior Sales Manager

Delivery Partner

Team Lead

Senior Fleet Manager

Operations Manager

Senior Manager

Store Executive

Area Manager

Shift Manager

Accounts Manager

Operations Executive

Business Development Manager

Manager

Customer Care Executive

Procurement Executive

Vendor Manager

Business Analyst

Junior Executive

Maintenance Executive

Area Operation Manager

Area Sales Manager

Asm Assistant

Fleet Operations Manager

HR Executive

Sales Manager 1

Strategic Account Manager

Data Analyst

Commis Chef

Customer Support Executive

Associate Sales Manager

Quality Executive

Catalogue Specialist

Senior Fulfilment Expert

Business Associate

Senior Executive Operations

Executive Quality Control

Procurement Lead

 Chef DE Partie

Operations Associate

Customer Service Executive

Executive

Supervisor

Senior Quality Analyst

Category Manager

Quality Analyst

Analyst

Senior Customer Service Executive

Senior Business Analyst

Finance Executive

General Manager

Deputy Unit Manager

Senior Executive - Finance

Cluster Manager

Field Executive

System Administrator

Senior Key Account Manager

Associate

Vendor Management Executive

Marketing Executive

Field Recruiter

Administration Executive

Telecalling Executive

Customer Service Associate

Warehouse Executive

Sales Manager 2

Quality Specialist

Software Development Engineer II

Unit Manager

Telecaller

Delivery Manager

Quality Controller

Sales Trainee

Software Developer

Senior MIS Executive

Customer Delight Executive

Senior Store Manager

Senior Associate

Assistant Manager Operations

MIS Analyst

Salesman

Financial Analyst

Team Lead Operations

Sous Chef

Lead Operator

Senior Onboarding Executive

Sales Executive

Team Manager

Dcdp

Senior Operations Manager

Quality Manager_Customer Care/Contact Center JD bout the Position:- As a manager of transaction quality, you will work with Contact Center teams across the country (inhouse and outsourced) to build and monitor frameworks that manage the quality of care services being provided to our customers, - By making the use of data and stakeholder feedback, you will create plans, review the design and deploy solutions with an ability to quantify results and share qualitative insights and collaborate with operations teams to ensure a better quality of interaction by our Customer Service team. You will report the progress and quantify the impact to understand and share its effectiveness that impacts the customers, partners and delivery executives. Additionally, you will contribute excellent leadership, organizational, problem-solving, networking, and communications (written and verbal) skills - What you will do (Roles and responsibilities): - Consult with business partners and stakeholders to determine the most effective monitoring strategy and identify the gaps from expected levels of performance. - Plan the manpower required to carry out the above including overseeing the achievement of quality monitoring plan - Analyze trends from assessments, quality results, customer/employee satisfaction surveys, business forecasts and anticipate upcoming challenges. Devise appropriate interventions with the team in shape of quick wins, short term, and long term action plans (human as well as system driven) - Build ideation and defect prevention processes within the team and share insights that help fix the broken/bad processes. Track such insights to closure by working closely with concerned teams - Lead the development and implementation of Total Quality Management/CI concepts/Risk Management frameworks - Track and monitor performance towards key metrics (CSAT, Escalations and NPS). Implement improvement strategies and track them till the set goals are met. - Scheduling and overseeing governance meetings with all partners on performance, process and quality metrics review. Provide regular and timely updates along with tracking action plans - Provide exceptional people management, mentorship and career development to members of your team, including managers, AMs, leads and QAs. - Achieve low attrition levels and high employee engagement- What do you need (Desired Candidate skills): - 7- to 12 years of Industry Experience Minimum 3- 4 years of experience in Quality Management - Six Sigma Green Belt Certification desired (Black belt preferred) -Strategic thinker with strong articulation, storytelling, analytical and problem-solving skills - Knowledge of contact center metrics, and experience in managing quality processes at different levels (QA, QTL, Quality manager) - A high degree of customer centricity with demonstrated examples of going extra mile to ensure the right treatment for the end-user - Dynamic professional with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity - Prior experience in balancing quality while managing a fast paced and rapidly growing environment Note : We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability status, or any other characteristic protected by the law The apply button will redirect you to an external URL, please apply there as well

Bangalore

Swiggy - Manager - Quality - Customer Care/Contact Center 

Job Description for Swiggy - Manager - Quality - Customer Care/Contact Center  in Swiggy in  Bangalore for (7-12) years of experience. Apply Now!

Swiggy - Manager - Quality - Customer Care/Contact Center  | iimjobs.com