Associate Manager Quality / Customer Experience

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.