Primary Job Responsibilities:
- Alignment of quality & operational excellence with business strategy and the organization vision
- Shaping, and delivering organizational performance through a range of Quality management/Service quality practices that are driven by strategy, integrated with other processes and engrained as quality talent mindset
- To ensure process delivery is performed consistently and effectively according to established procedures, processes, guidelines and/or best practices
- Track and report performance on organizational objectives and engagement objectives (Balanced Scorecard) & drive productivity score of the assigned project on a regular basis
- Lead the central client support & process excellence teams
- Setup process documentation, SOPs and Quality function to constantly upgrade the client experience & service delivery
- Plan, monitor, and analyze key metrics for the day-to-day performance of client supportagents to ensure effective and appropriate contacts
- Drive high productivity & efficiency in cost to serve through data first approach at all times
- Collaborate with sales leads & internal teams (supply, tech, finance) to deliver best onboarding & day-to-day fulfilment to clients
- Identifies and understands the quality needs of the various business units and conduct frequent needs analysis studies in collaboration with the various Managers to determine requirements
- Identifies areas of process improvement and works effectively within the organization to implement on a timely basis
- Closely interacts with Training, Operations and Account Managers to ensure clear expectations of the client and business needs, as well as communication of expectations for all direct reports
- Identify opportunities and create action plans to improve Customer Satisfaction (CSAT) and First Call Resolution (FCR), assign tasks, monitor implementation, and report milestones
- Provide solution-driven results by analyzing data using core concepts such as Basic Statistics and Lean Six Sigma
- Drive technological-based performance through data and resolve discrepancies by reducing cost throughout Operations
- Analyze and interpret customer interaction data to identify requirements and information related to customer experience
- Identify and implement process improvements as needed to optimize the customer experience. Improvements could be in any area that directly or indirectly impacts customer experience (eg, processes, systems, people/skillsets and training)
- Define and implement standards/procedures for ensuring optimal customer experience
- Work closely with the operations, quality and training teams and other team members to achieve best-in-class customer experience
Education and Essential Experience:
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