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Sr Visualizer
at People Interactive Pvt (I) Ltd in Mumbai, India
Dear Candidate,
Title
Asst Manager - Quality and Service Assurance
Role
To manage escalated cases and calls from customers and also monitor calls and transaction quality for customer service to ensure delivery of Service
Responsibilities
For the Shaadi.com business, the candidate is responsible for:
o Handling Escalations
o Developing Service Improvement Plans for escalated cases
o Responsible for Customer Service Quality Audit
o Providing feedback on monitored calls/cases to team leaders and team members
o Serving as liaison between Customers and Customer Service Team to ensure better product & service
o Working closely with the team leaders for Complaint Resolution
o Ensure timeliness in reporting and issue handling
o Working closely with training and team leaders to identify training needs & referring candidates for undergoing programmes based on Quality Dash Boards and Reviews
o Managing and Mentoring team members
o Responsible for end to end support
o Designing MIS and Dashboards to monitor service performance
o Involve in improving Customer satisfaction Ratings
o Retention of customers
Requirements
o Graduate Degree Mandatory
o Minimum 4+ years of experience in directing services/operations in a dynamic, high volume call centre with a minimum of 2+ years in managing call and transactional quality for high volume contact center
o Customer support management experience should preferably include: development, implementation, and maintenance of service improvement programs
o Experience in online industry preferred.
o Proven record of improving Customer Satisfaction and Client Satisfaction Scores through training and teamwork.
o Expertise in MS Project, Excel, Visio and PowerPoint
o Exposure to quality tools Preferred
Candidates interested in the above position please send cvs on amruta.s@peopleinteractive.in along with ctc details
Regards
Amruta
Title
Asst Manager - Quality and Service Assurance
Role
To manage escalated cases and calls from customers and also monitor calls and transaction quality for customer service to ensure delivery of Service
Responsibilities
For the Shaadi.com business, the candidate is responsible for:
o Handling Escalations
o Developing Service Improvement Plans for escalated cases
o Responsible for Customer Service Quality Audit
o Providing feedback on monitored calls/cases to team leaders and team members
o Serving as liaison between Customers and Customer Service Team to ensure better product & service
o Working closely with the team leaders for Complaint Resolution
o Ensure timeliness in reporting and issue handling
o Working closely with training and team leaders to identify training needs & referring candidates for undergoing programmes based on Quality Dash Boards and Reviews
o Managing and Mentoring team members
o Responsible for end to end support
o Designing MIS and Dashboards to monitor service performance
o Involve in improving Customer satisfaction Ratings
o Retention of customers
Requirements
o Graduate Degree Mandatory
o Minimum 4+ years of experience in directing services/operations in a dynamic, high volume call centre with a minimum of 2+ years in managing call and transactional quality for high volume contact center
o Customer support management experience should preferably include: development, implementation, and maintenance of service improvement programs
o Experience in online industry preferred.
o Proven record of improving Customer Satisfaction and Client Satisfaction Scores through training and teamwork.
o Expertise in MS Project, Excel, Visio and PowerPoint
o Exposure to quality tools Preferred
Candidates interested in the above position please send cvs on amruta.s@peopleinteractive.in along with ctc details
Regards
Amruta
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