Requirements :
- Provide timely, actionable insight and thought management through the delivery of strategic recommendations coupled with robust analysis.
- Assist the Operations team in employing innovative methods and give feedback to improve the overall customer experience.
- Identify and explore quantitative and qualitative data to develop and enhance employee skills.
- Tackle problems in creative and logical ways and brainstorm solutions.
- Create effective working relationships with key stakeholders by logical process enhancement suggestions along with data-driven product decisions.
- Formulate compliance and non-compliance processes as per policies and requirements.
- Ensure that training is delivered to all new employees as per the training calendar.
- Identify and assess training needs through job analysis, quality scores, performance appraisals, and consultation with respective managers.
- Plan and manage on-the-job training, PKT's, refresher training, etc. for associates.
- Take full responsibility for the knowledge and content management of documented processes.
- Constantly drive the quality and methodology of training, workshops, etc.
- Execute training tasks and assignments on short notice.
- Work closely with various teams to plug areas of opportunity into the training area.
- Perform constant benchmarking of the process across the industry to enhance the internal system, processes, etc.
- To effectively listen to customers, identify gaps and fix the root cause through Program Management.
- Provide timely, actionable insight and thought leadership through the delivery of strategic recommendations coupled with robust analysis.
- Conducting end to end UAT working with product & tech team.
- Act like a bridge between Operations team and Product for raising new requirements/enhancement, documenting BRD's & ROI.
- Own Help page on website /FAQ's/Self-service content and related improvements.
- Ensure all automated customer communication are updated, relevant & enhanced on time to time basis.
- Enhancement & continuous improvement of CRM & other tools used by Customer service team.
- Owner of all customer communication happening through contact centre.
- Assist the Operations team in employing innovative methods and give feedback to improve the overall customer experience.
- 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 analysis and derive insights to optimize the user experience.
- Create effective working relationships with key stakeholders by logical process enhancement suggestions along with data-driven product decisions.
- Perform constant benchmarking of the process across the industry to enhance the internal system, processes, etc.
- Drive innovation and culture of experiment.
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