Senior Manager - Service Quality & Customer Experience

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.