Posted By
Posted in
SCM & Operations
Job Code
1441809
Senior Manager - Customer Experience & Quality
What You'll Do:
As the Senior Manager - Service Quality & Customer Experience, you will guide a team dedicated to delivering the best customer experience. Your responsibilities will include:
- Improving the quality of customer interactions through effective hiring, quality management, training, and process re-engineering.
- Listening to customer feedback from all channels and generating insights to identify and fix root causes.
- Enhancing system experience and driving a culture of RCA across the organization.
- Managing customer communication and digital experience throughout the customer lifecycle.
- Assisting the operations team with innovative methods to improve customer experience.
- Planning and managing training programs for associates.
- Taking full responsibility for knowledge and content management of documented processes.
- Executing training tasks and assignments on short notice.
- Performing constant benchmarking of processes across the industry to enhance internal systems and processes.
- Conducting end-to-end UAT with product and tech teams.
- Managing automated customer communication and ensuring it is updated and relevant.
- Continuously improving CRM and other tools used by the customer service team.
- Owning all customer communication happening through the contact center.
- Driving innovation and a culture of experimentation.
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Posted By
Posted in
SCM & Operations
Job Code
1441809
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