Officer - Quality & Process Management - Housing - CRM - Mumbai - Lodha (I-Think Techno Campus) - B wing - JM

Job description

10923 | | | | | | --- | --- | --- | --- | | **Core Responsibilities:** o    Partner with Leadership team to enhance Customer Experiences by implementing successful call center programs o    Identify, Recommend and Support the implementation of various programs for the improvement of call center Quality o    Identify potential quality issues and initiate investigations in coordination with the leadership team o    Meet  vendor call centre team weekly to review quality reports, discuss team performance, identify favorable / unfavorable trends, and resolve escalated issues o    Handling Customer Queries & meeting Deadlines on daily basis records related to customer, also prepare plan for Audit also. o    Supports development of quality assurance strategies, processes, guidelines and control plans which assure quality & enhanced customer experience o    Efficiently gather complete information to access and fulfill customer need. | | | | | --- | --- | --- | | **Core Responsibilities:** o    Partner with Leadership team to enhance Customer Experiences by implementing successful call center programs o    Identify, Recommend and Support the implementation of various programs for the improvement of call center Quality o    Identify potential quality issues and initiate investigations in coordination with the leadership team o    Meet  vendor call centre team weekly to review quality reports, discuss team performance, identify favorable / unfavorable trends, and resolve escalated issues o    Handling Customer Queries & meeting Deadlines on daily basis records related to customer, also prepare plan for Audit also. o    Supports development of quality assurance strategies, processes, guidelines and control plans which assure quality & enhanced customer experience o    Efficiently gather complete information to access and fulfill customer need. | | | --- | | **Graduate** :Yes | | **Masters/Postgraduate:** Optional **Desired Experience:** Minimum 1 year in the field. | | |