Description

Job Description:

  • 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.
  • English level B2 or above is a must.

Key Skills
Education

Any Gradute