Strong background in Contact Center operations and customer management with proven track record of achieving Quality Metric Targets and Thresholds.
Effective communicator with experience in interacting with stakeholders internally and externally.
Good experience in Transaction Monitoring management like sampling, coaching, creating monitoring forms, verifying effectiveness of monitoring.
Strong analytical ability with knowledge of statistical tools and methods.
Excellent Project management skills with ability to create and execute action plans while working with multiple stakeholders.
Ability to lead from the front and lead with example.
Six sigma Green belt certified
Lead a team of Quality personnel.
Creating and reviewing quality plans, Responsible for QMS and compliance Work on having quality check plan, documented procedures, processes, records as per QMS requirements.
Ensuring compliance to the standard. Stringent review mechanism to ensure compliance and strong governance model.
Train team members on ISO basics
Assign agent support ratio in collaboration with Director
Coordinate with Service Delivery to drive improvements in Cx metrics.
Arrange and take part in Calibration sessions, ATA sessions.
Governance on sampling, coaching, calibration and program practice logs
Customize monitoring forms to capture Cx and have an accurate QA csat prediction model.
Monitoring performance by gathering relevant data and producing statistical reports Review of historical data, analyse and share insights/trends
Develop and drive continuous improvement framework create dashboard, participate in joint call listening sessions, consolidate insights and RCA into CI deck, create effective action plans basis RCA and findings.
Practice Log checklist adherence
Documented review cadence weekly/monthly with QA team.
Review Program requirements and ensure they are met Look at the program metrics, create and implement an action plan to meet and exceed customer requirements
Work in a collaborative manner with stakeholders various touch points with stakeholders to discuss performance, partner with program to deliver excellent service to our customers
Team Player - Ensure employee satisfaction. Build a positive working atmosphere within the team and engage the team members with employee engagement models. Build competencies within the team so they can pick up additional responsibilities/move to the next level.
Schedule and drive meetings with SD and training key stake holders to drive CI Framework.
Development of skills through classroom and on the job training
Look at ways to reduce waste and increase efficiency Use process mapping techniques, quality tools to increase utilization, performance. Eliminate NVA
Cross Roads India Assistance, India’s first and largest road side repair assistance service... provider. Established in 1999, we have by our side 13 years of ground fleet management experience. We attend to over 1100 road side repairs every day and had so far handled over 1.5 Mn road side repairs. We are also recognised as a critical service provider under social security category hence we have been allotted with a four digit number 1922 for the safety of the general motorist. Read full description