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Private Jobs / Private Sector
Shoppers Stop Ltd Hiring for Customer Service-Quality Assurance at India Full Time
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Job Description
:
- Responsible for managing the Transaction & Quality audits for all CS touch points & line of business
- To ensure timely dipsticks through various modes
- Conduct KAT etc to ensure quality
- Analyse the audit findings & Undertake Process corrections identified through VoC by coordinating with various stake holders
- TNI from audits & conduct need based Training Workshops for the process and the Refresher training for the in-house & partner teams
- Responsible for improving Quality scores and thereby Customer Experience
- Responsible for Quality & Training SOP at Contact Center & ensure adherence
- Responsible for Certification, Nesting & OJT
- Manage Bottom Quadrantile & ensure conversion to Green
- Responsible for conducting Process & Application Training at Contact center & ensuring TTT
- Ensure compliances to processes, policies, service agreements and ensure zero noncompliance
- Accountable for all Internal/External Process Audits
- Drive & enhance CSAT/NPS scores. Analyze negative voice to identify gaps & initiate appropriate actions
- Handling a variety of situations faced during customer journey ranging from operational challenges, technical difficulties, logistics, any courier hindrances etc.
- Process Improvement, Operational Responsibilities and Analytics
- Reports & Highlights – Daily, Weekly and monthly performance for the process managed
- To manage and continually improve the Customer Service experience for SSL customers to ensure SSL remains a leader in Customer Service at the premium end of the retail Industry.
- Manage customer service processes at CC, remembering that we are becoming more proactive and engaging customers earlier in the buying cycle.
- Troubleshooting. As problem areas for customer service are identified and then engage your customer services team to address these areas and make the planned changes quickly and effectively.
- Establish and test new strategies to improve the customer service experience.
Department
:
All Departments
Open Positions
:
1
Location
:
Malad West, Mumbai, Maharashtra, India
Years Of Exp
:
8 to 10 Years
Posted On
:
05-Dec-2021