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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Consumer Durables / Electronics |
| Functional Area | Sales / BD |
| EmploymentType | Full-time |
Key Responsibilities: - Responsible for the development and delivery of the Quality framework for Contact Center to measure and manage quality consistently across the entire teams in the Swiggy Contact Center -Responsible for smooth and efficient day-to- operations within their team -The two objectives of this role are to drive qualitative performance effectiveness and User Experience of the Contact Center Team Job Duties: Analyst -Facilitating and leading calibration sessions. -Design and deploy Process Improvement framework for the engagement (s) by gathering requirements from stakeholders. -Drive Top down opportunity identification workshops and bottom up ideation initiatives for creation of high impact pipeline of process improvement opportunities. -Responsible for the consistent documentation of SOP across all processes in the contact center -Mentor Process Improvement projects (YB, GB,BB) to enable the operations resources to implement the improvement through structured approach -Conduct toll gates review of the improvement projects -Facilitate meetings with various stakeholders for tollgate reviews and appropriate sign offs. People -Managing Team Performance -Effective monitoring of Quality analyst and providing instantaneous feedback on coaching skills and reducing variance scores. -Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc -Scheduling team roster and monitoring plan. -Ensure team is clear on quality and service performance expectations, and are striving to exceed these expectations -Keep team motivated to perform on deliverable and help them deal rejections -Assist/support team members with personal development planning -Where required, support the management in conducting process related checks/audits. -Identify ways to improve skill issues that the team face, and action accordingly -Provide performance goals, -Provide support for achieving goals and enhancing skills. -Ensure utilisation and Control attrition Organisational -Creating awareness by training and bringing visibility to quality initiatives in the engagement to drive and improve culture of quality -Creating process improvement case studies and socialising with teams, on various success initiatives of engagement performance. -Design, develop and deliver training modules to meet the quality requirements for both process improvement and product introduction -Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers Required Qualification: Any Graduate / Post Graduate and added advantage if your Six Sigma Yellow / Green Required Skill-set: -Ability to perform multiple tasks and adjust quickly in short time frames with limited direct supervision -Ability to build rapport with others and create a team environment -Strong communication, organisational, motivational and time management skills -Ability to work flexible hours if necessary (all shifts) -Ability to analyse quality scores and operational matrices and create Plan of Action with measurable changes within timelines -Experience in Customer Service environment with exposure to inbound,outbound, chat and email process. -Capable of identifying gaps and executing initiatives. -Proficiency in use of the Quality system sound knowledge in preparing MS office presentations and excel. -Expected to lead by example -Should display the behaviour of a role model always ,
Keyskills :
feedback presentation contactcenter pipelines exceed eetings product identification identifying