Service Excellence Expert

2 weeks ago

Pune, Maharashtra, India beBeeQuality Full time ₹ 8,00,000 - ₹ 12,00,000

We are seeking an experienced Quality Manager to join our team.


Job Description:
The successful candidate will have at least 6 years of experience in Quality and Process Improvement in Service Desk domain.

  • 6+ years of relevant BPM Quality management experience in Customer Service and Service Desk Operations
  • Proven Service desk (Voice/chat/email) experience in managing overall effectiveness of IT helpdesk through ticket audits and other Quality Interventions.
  • Added advantage if certified on ITIL methodology
  • Experience in leveraging various Industry leading ITSM platforms such as Service Now, CISM and proven expertise in replicating key best practices and reporting from these platforms
  • Experience in leveraging industry leading Quality audit platforms such as Verint, NICE or similar tools to drive enhanced user experience and efficiency of the Quality Team
  • Experience in managing transition accounts and driving early-stage interventions to ensure Right first-time implementation of quality processes
  • Diagnosis and implementation of improvement opportunities to solve chronic business challenges focusing on process effectiveness and efficiency. Added advantage if certified as Six Sigma Green/Black Belt
  • Ability to enhance key Customer and User Experience metrics such as NPS/CSAT by driving focused initiatives by partnering with delivery and client teams
  • Ability to analyze complex data and share key process and business inferences/insights with the leadership team, including proactive operational risks and challenges.
  • Experience in modernization and digitization initiatives to enhance adoption of digital tools in the Service Desk space
  • Collaborate with Work Force Management (WFM) team to drive optimization initiatives including support in effort estimation, planning etc.
  • Work closely with the Training Team to drive key Knowledge Management initiatives and close loop implementation of training need analysis
  • Strong communication skills and ability to represent the company as part of Senior Leadership reviews and potential client visits

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