Select Brands

3 days ago

Indore, India Select Brands International Pvt Ltd Full time

Key Responsibilities:

Quality Assurance Framework:

- Develop and implement a comprehensive quality assurance framework for the Customer Care department, including policies, procedures, and performance metrics.

- Define quality standards and benchmarks for customer interactions, ensuring consistency and excellence in service delivery.

Quality Monitoring and Evaluation:

- Design and conduct quality monitoring activities, such as call monitoring, ticket audits, and case reviews, to assess the quality of customer interactions and identify areas for improvement.

- Analyze data and performance metrics to track trends, identify root causes of quality issues, and implement corrective actions as needed.

Training and Development:

- Provide training and coaching to Customer Care representatives on quality assurance standards, processes, and best practices.

- Conduct regular performance reviews and feedback sessions to recognize achievements and address performance gaps.

Process Improvement Initiatives:

- Lead process improvement initiatives aimed at enhancing efficiency, effectiveness, and quality in Customer Care operations.

- Collaborate with cross-functional teams to streamline workflows, optimize tools and systems, and implement best practices.

Customer Feedback Analysis:

- Collect and analyze customer feedback, surveys, and satisfaction scores to gain insights into customer preferences, pain points, and areas for improvement.

- Use customer feedback data to drive continuous improvement efforts and ensure alignment with customer Bachelor's degree in business, management, or a related field.

- Certification in quality management (e. Six Sigma, Lean) is preferred.

- 3+ years of experiences in quality assurance, preferably in a customer care or service environment.

- Strong understanding of quality assurance principles, methodologies, and best practices.

- Excellent analytical and problem-solving skills, with the ability to interpret data and identify trends and patterns.

- Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams and influence stakeholders at all levels.

- Detail-oriented with a focus on delivering results and driving continuous improvement.

- Proficiency in using quality management tools and software applications

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