Role Purpose
The purpose of the role is to provide assurance on the quality ofdeployment for the assigned accounts and support in establishingmechanisms that enhance and sustain customer satisfaction levels. Therole is expected to support in enhancing customer advocacy by predictingand preventing customer escalations & dissatisfactions and drive aculture of continuous improvement in the assigned accounts.
Do
constructive feedback to own directreports
iii. Guide the team members in acquiring relevant knowledgeand develop their
professional competence
statutory norms that apply indifferent countries
within the team
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Customer advocacy group
For partnering in the administration of Customer SatisfactionSurvey, quarterly pulse survey, action planning, tracking, and reporting
Business Heads/ Delivery Heads
Conceptualize and implement Action planning, participate inmonthly and quarterly business review, highlighting and discussing earlywarning of customer escalations
External
Client quality team
Partnering and supporting them in conducting delivery qualityaudits
Client representatives
For individual interaction as a part of the customer satisfactionsurvey
Display
Lists the competencies required to perform this role effectively:
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.
Expert
Applies the competency in all situations and is serves as a guide toothers as well.
Master
Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.
Deliver
Measure
1.
Quality Control and Customer satisfaction
2.
Capability Building
3.
Continuous Improvement
4
Team Management
5
Capability Building
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