Senior Quality Service Manager

4 weeks ago


Hyderabad, Telangana, India GMR Group Full time
Job Purpose

The Senior Quality Service Manager reports to the Head, Ground Transportation & Estate Management (GT& EM) and is responsible for developing, managing and monitoring the quality of service to the customers of GT& EM. This includes end-to-end Customer Relation Management, customer engagement initiatives, and developing innovative approaches to improve customer satisfaction measurement. The manager shall ensure that the KPI's for the Passenger / Customer Feedback System are met and work towards improving the timely redressal of all passenger grievances & closure of all passenger complaints by working closely with the various internal and external stakeholders. The manager shall also conduct training programs for internal and external stakeholders in coordination with Associate General Manager, Ground transportation to bring about a customer-centric culture.

Key Responsibilities
  • Develop and implement quality service standards
  • Manage customer relations and feedback
  • Conduct training programs for stakeholders
  • Monitor and improve customer satisfaction
Requirements

The ideal candidate should have a strong background in quality management, excellent communication skills, and the ability to work effectively with internal and external stakeholders. The candidate should also have experience in customer relation management and be able to develop and implement quality service standards.



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