Assistant Manager - Quality - Inbound Customer Service

AM - Quality (inbound customer service)

Role Purpose :

- To ensure highest standards of service assurance across Inbound Call Center touch points.

- Improving Customer experience by identifying customer requirements and improving output

- Implementation of standardized quality processes.

- Measurement and bench marking of quality performance.

- Identify opportunities which would impact customer or / and business.

- Identification and improvement of the under performing processes

Essence Of Role - Key Account abilities :

- Quality scores: Responsible for Quality of service delivered across all the Inbound Call centers

- Customer Satisfaction scores: To ensure Customer satisfaction scores at all verticals are met as per targets set for the year (Interaction, Request and Resolution).

- New Initiatives to be launched to enhance the Quality of experience

- Focused efforts on streamlining the Quality processes through Projects & Process improvements

- Vendor Management : Managing and co-coordinating with the vendor quality teams to ensure quality deliverable are met.

Typical Outputs :

- Implement standardized quality process and practices

- Measure and review on a timely basis, the effectiveness of quality processes and practices

- Drive Quality initiatives pro-actively that positively impact Customer Satisfaction scores& Business results.

- Create a group of quality specialists who will work as catalysts to quality and supervise them.

- Drive a Quality culture that is based on processes with a road map to achieve the targets set for various audits

- Projects /activities required to align with National Quality initiatives.

Personal Specifications :

- Graduation Degree

- Overall experience of about 5 years, with at least 2 years in the service industry.

- Strong knowledge of customer service processes and techniques

- Excellent oral, written and interpersonal communication skills.

- Exceptional listening/analytical skills & networking ability to cross functional teams.

- Experience in Quality concepts/ knowledge of Six Sigma & other quality assurance tools.