Quality Specialist - Customer Service

About the Opportunity:

Role: Quality Specialist

Level: Deputy Manager

Reporting To: Senior Manager - Customer Experience

Location: Gurgaon

About the Function:

The Customer Experience Team focuses on improving the customer contact agendas like Customer Satisfaction, decreasing customer efforts, and driving Identified Projects, which will enhance customer experience.

About the Role:

You will be working in a fast-paced environment where every day brings unique challenges and opportunities. The role focuses on managing transaction quality delivery for our service partners to ensure best-in-class experience for our customers.

What will you be doing:

Your primary focus will be to manage the quality of operations delivery across partners along with driving continuous improvement initiatives.

• Develop quality guidelines for Customer Service Team for multiple lines of businesses

• Prepare, collect, collate and analyze process performance data (Including SLA, Quality, Feedback) and report on daily/weekly/monthly basis. Share insights that help improve processes.

• Conduct process control checks, verification and validation checks to maximize delivery quality

• Conduct calibration sessions with partners, organize feedback sessions and collaboratively drive solutions to enhance outcomes

What are you required to bring to the team:

• Extensive experience in Quality Management

• Proficiency with basic Quality tools

• Excellent analytical and problem-solving skills

• Impeccable communication, presentation and organizational skills

Qualification & Experience:

• Overall experience 8+ years in Quality Management & Customer Service

• Graduate with tech/ E-commerce company background would be added advantage

• Certification in Six Sigma is preferred