Senior Quality Service Manager

2 weeks ago


Hyderabad, Telangana, India GMR Group Full time
Job Purpose

The Senior Quality Service Manager at GMR Group reports to the Head, Ground Transportation & Estate Management and is responsible for developing, managing and monitoring the quality of service to the customers of GT& EM. This role involves end-to-end Customer Relation Management, customer engagement initiatives, and developing innovative approaches to improve customer satisfaction measurement. The successful candidate will ensure that Key Performance Indicators (KPIs) for the Passenger/Customer Feedback System are met and work towards improving the timely redressal of all passenger grievances and closure of all passenger complaints by collaborating with internal and external stakeholders. Additionally, this role involves conducting training programs for internal and external stakeholders to promote a customer-centric culture.

Key Responsibilities
  • Develop and implement quality service strategies to enhance customer satisfaction
  • Manage and monitor customer feedback and complaints
  • Collaborate with stakeholders to improve service delivery
  • Conduct training programs to promote a customer-centric culture
Requirements

The ideal candidate will have a strong background in quality service management, excellent communication skills, and the ability to work effectively with internal and external stakeholders. A bachelor's degree in a relevant field is required, and relevant work experience in a similar role is preferred.



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