Icm - Quality

1 day ago

Mumbai Maharashtra, India Dream Sports Group Full time

Dream11/Customer Success - Mumbai

To be a ‘user-centric’ company is at the core of everything we do at Dream11. The Customer Success team comprises passionate Dreamsters that work tirelessly towards enhancing the playing experience for over 200 million sports fans on Dream11 with the proper training and quality of work. Customer service is not a department but an attitude. So if you are committed to delivering a world-class customer service experience, this is the team for you.

**Your Role**:
- Manage day-to-day operations and ensure adherence to Quality KPIs of Quality Vendor
- Collaborate cross-functionally with Operations, Training, and other departments to implement and improve Customer Experience
- Handle escalations, ensuring swift and effective resolutions while maintaining high customer satisfaction.
- Prepare and present regular reports on key performance metrics, escalations, and operational performance.
- Developing and implementing quality assurance strategies and processes to ensure product and service excellence, and improve customer satisfaction and retention
- Conduct regular audits and reviews to ensure adherence to quality standards and regulatory requirements across internal and external vendors
- Evaluate vendor performance and strongly manage vendor relationships to ensure optimal quality standards & compliance
- Lead special projects or initiatives aimed at improving customer experience and operational efficiencies ensuring Vendor goals/expectations are met.

**Qualifiers**:
- 5+ years of experience in Quality & 2+ years of Team management experience with a focus on customer success or service, preferably in a tech-driven environment.
- Strong data analysis skills, with proficiency in using CRM tools like Zendesk, Freshdesk, Jira, or similar.
- Flexibility to work across various shifts to meet business needs & Flexible to Travel to Vendor Location

**About Dream Sports**:
Dream Sports is India’s leading sports technology company with 250 million users, housing brands such as Dream11, the world’s largest fantasy sports platform, FanCode, a premier sports content & commerce platform and DreamSetGo, a sports experiences platform.

Dream Sports is based in Mumbai and has a workforce of close to 1,000 ‘Sportans’. Founded in 2008 by Harsh Jain and Bhavit Sheth, Dream Sports’ vision is to ‘Make Sports Better’ for fans through the confluence of sports and technology.

Dream11 is the world’s largest fantasy sports platform with 220 million users playing fantasy cricket, football, kabaddi, basketball, hockey, volleyball, handball, rugby, futsal, American football & baseball, on it. Dream11 is the flagship brand of Dream Sports, India’s leading Sports Technology company and has partnerships with several national & international sports bodies and cricketers.

  • ICM In-Business Quality Assurance

    7 days ago

    Mumbai, Maharashtra, India Citi Full time US$ 90,000 - US$ 1,20,000 per year

    Institutional Credit Management's ("ICM") objective is to provide an integrated "end-to-end" credit underwriting, identification, measurement, management, monitoring and reporting for wholesale credit businesses across the enterprise. In-Business Quality Assurance is an integral part of the ICM organization.  The ICM In-Business Quality Assurance function...

  • Icm In-business Quality Assurance

    4 days ago

    Mumbai, India Citi Full time

    **ICM In-Business Quality Assurance **- Citi Commercial Bank****: - C12 - AVP**: Institutional Credit Management’s (“ICM”) objective is to provide an integrated “end-to-end” credit underwriting, identification, measurement, management, monitoring and reporting for wholesale credit businesses across the enterprise. Institutional Client Group (ICG)...

  • Icm In-business Quality Assurance

    5 days ago

    Mumbai, India Citi Full time

    Institutional Credit Management’s (“ICM”) objective is to provide an integrated “end-to-end” credit underwriting, identification, measurement, management, monitoring and reporting for wholesale credit businesses across the enterprise. Institutional Client Group (ICG) In-Business Quality Assurance is an integral part of the ICM organization. The...

  • ICM NFR Specialist

    4 days ago

    Mumbai, Maharashtra, India Deutsche Bank Full time

    Job DescriptionICM NFR SpecialistPosition OverviewJob Title: ICM NFR SpecialistLocation: Mumbai, IndiaCorporate Title: AnalystRole Description- Our Institutional Client Services provide financial institutions, investors and issuers with institutional cash management, trust and agency solutions as well as securities services.- This ICM Non-Financial Risk...

  • ICM NFR Specialist, AYST

    4 days ago

    Mumbai, Maharashtra, India Deutsche Bank Full time

    Job DescriptionICM NFR Specialist, AYSTPosition OverviewJob Title: ICM NFR SpecialistLocation: Mumbai, IndiaCorporate Title: AYSTRole Description- Our Institutional Client Services provide financial institutions, investors and issuers with institutional cash management, trust and agency solutions as well as securities services.- This ICM Non-Financial Risk...

  • Waste Water Network Modeller

    1 day ago

    Mumbai, Maharashtra, India Mott MacDonald Full time

    Waste Water Network Modeller (Infoworks ICM) **Location(s)**:Bengaluru, KA, IN**Country**:India**Position Location**:Bengaluru, Mumbai, Noida**Contract Type**:Permanent**Work Pattern**:Full Time**Market**:Water**Discipline**:Water**Job Ref**:5574**Recruiter Contact**:Miloni Mehta- Job Description :- Working closely with the engineering teams on wastewater...

  • In-business Quality Assurance

    2 weeks ago

    Mumbai, Maharashtra, India Citi Full time

    Institutional Credit Management’s (“ICM”) objective is to provide an integrated “end-to-end” credit underwriting, identification, measurement, management, monitoring and reporting for wholesale credit businesses across the enterprise. Institutional Client Group (ICG) In-Business Quality Assurance is an integral part of the ICM organization. The...

  • Icm/tffi Center of Excellence

    2 days ago

    Mumbai, Maharashtra, India Deutsche Bank Full time

    **ICM/TFFI Center of Excellence - Account Activity Review, Associate**: **Job ID**:R0379558 **Full/Part-Time**:Full-time **Regular/Temporary**:Regular **Listed**:2025-02-21 **Location**:Mumbai **Position Overview**: **Job Title: ICM/TFFI Center of Excellence - Account Activity Review, Associate** **Location: Mumbai, India** **Role Description** The...

  • Icm/tffi Center Of Excellence

    3 weeks ago

    Mumbai, Maharashtra, India Deutsche Bank Full time

    Job Title- ICM TFFI Center of Excellence - Account Activity Review AssociateLocation- Mumbai IndiaRole DescriptionThe Corporate Bank was set up independently in 2019 and is now at the center of Deutsche Banks new strategy The Corporate Bank is a leading global provider of cash management trade finance and securities services delivering the full range of...

  • ICM/TFFI Center of Excellence Account Activity Review Associate

    4 days ago

    Mumbai, Maharashtra, India Deutsche Bank Full time

    Job DescriptionICM/TFFI Center of Excellence - Account Activity Review AssociatePosition OverviewJob Title: ICM/TFFI Center of Excellence - Account Activity Review AssociateCorporate Title: AVPLocation: Mumbai, IndiaRole Description- The Corporate Bank was set up independently in 2019 and is now at the center of Deutsche Bank's new strategy. The Corporate...