The Group Leader/team manager manages the quality deliverables for the assigned programs within the Customer Experience team.
Continually drive standardization of Quality practices across the supported programs that will enable delivery of exceptional customer experience measured through survey returns
Own implementation of the Continuous Improvement Framework for the assigned programs
Lead people development initiatives and ensure implementation of standard practices
Deliver targeted insights to stakeholders and have expertise in data and process analysis using latest tools and technologies that will benefit key areas within the vertical
Deliver on identified process improvement projects that will impact the programs or Customer Experience Team.
Participate in and support the service delivery team during the weekly / monthly / etc. business reviews
Qualifications:
Excellent communication and presentation skills with experience in interacting with stakeholders internally and externally
Collaborative working style with a drive for results
Strong analytical skills - able to lead from the front w.r.t. understanding the root cause of any failure and creating remedial action plans for the same in collaboration with other functions.
High-end user of MS Office products to generate daily/weekly/monthly reports or dashboards and present the same during client meetings and reviews
6 months of tenure in current role without any disciplinary action.
Product Knowledge is desirable.
Previous experience within Customer experience/Quality departments in BPO is a must.