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Lead Customer Service Operation & Quality Audit

5.00 to 9.00 Years   Navi Mumbai   19 Mar, 2024
Reliance Retail
Job LocationNavi Mumbai
EducationNot Mentioned
SalaryNot Disclosed
IndustryRetail
Functional AreaNot Mentioned
EmploymentTypeFull-time

Job Description

    Contact Center Operations Management: - Oversee the daily operations of the contact center, ensuring smooth and efficient functioning. - Develop and implement contact center policies, procedures, and guidelines to optimize performance and ensure compliance with quality standards. - Monitor key performance indicators (KPIs) and metrics to evaluate contact center performance. Evaluate current process hygiene of customer support function in Home Delivery as well Grab and Go & presenting to management for further improvements. Determines required tooling and instrumentation. Perform quality audit for both sources to understand checks, gaps & scope of improvement. Provides quality planning and technical expertise on various product lines concerning quality and inspection methods. Provide audit and inspection support as required by the auditor and continuous internal audit of the process and procedures. Data Analysis in order to reduce work TAT & help to improve customer. satisfaction. Design and implement continuous improvement in the process, in order to reduce cost and time of resolution of customer complaints. Liaise with the central resq team to share best practices and ensure alignment in customer policies Oversee execution of HR policies relevant for their team including hiring decisions and performance management. Provide perspectives on how to improve customer service across all Electronics teams. Identify the training requirement & plan the required training support for the employees. Monitoring Productivity of Customer Service operation team and suggest to improve the productivity of the function,

Keyskills :
Quality AssuranceData AnalysisContinuous ImprovementHR PoliciesTrainingPerformance Management

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