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| Job Location | Chennai |
| Education | Not Mentioned |
| Salary | Rs 1.5 - 3.5 Lakh/Yr |
| Industry | Banking / Financial Services |
| Functional Area | Quality (QA-QC) |
| EmploymentType | Full-time |
Roles and ResponsibilitiesA strong service quality professional measuring and driving NPS, FCR, OSAT, RSAT and FCR Lead team of Quality Analysts and responsible for timely completion of quality audits, feedback and corrective actions Responsible for completion of Call Evaluation and Call Calibration schedule with stakeholders Provide support and coordinate programs that will champion continuous improvement of end to end phone / branch experience and foster customer advocacy Maintain a central source of information to ensure high standards of service and effective liaison for the coordination of work processes and projects with other departments Coordinate with Training team giving inputs on training needs basis quality audits Ensures continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction Plays a pivotal role in identifying, innovating and implementing leaner service processes Assist the periodic review of end to end customer journey to identify specific touch points where service can be improved to contribute to the overall customer experience Identification of customer pain points and proposed corrective actions Provide strategic advice to the senior management on improving and strengthening our relationship with the customers Working closely with the heads of business development and business planning to make sure that business development strategies are actively coordinated Ensure a Pristine Control Environment All operational risks to be assessed and mitigated, and control / audit issues actively managed to resolution Strong understanding of applicable regulations and compliance with the same Track customer satisfaction via surveys and take corrective actions
Keyskills :
continuous improvementservice processeswork processesqualityquality auditcorporate liaisoncontrol environmentcustomer satisfactioncustomer advocacybusiness developmentcustomer relationstraining needsservice qualitycustomer experienceauditing