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E2E Networks
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Customer Escalation Manager
E2E Networks
posted 3d ago
Flexible timing
Key skills for the job
Job Title:Quality Assurance Manager / Customer Escalation Manager
Job Location: Kanchipuram, Tamil Nadu
Experience Level: 1 - 4 Years
Employment Type: Full-time
No. of Open Positions: 2
Position Overview:
We are seeking a highly skilled and customer-focused Quality Assurance Manager to
oversee escalated customer issues and ensure their effective resolution. This role is pivotal
in enhancing customer satisfaction and retention by managing the escalation process,
implementing preventative strategies, and driving quality assurance initiatives. Operating
within the Zoho Desk environment, the Quality Assurance Manager will play a key role in
ensuring seamless customer experiences while maintaining high-quality standards across all
processes.
Key Responsibilities:
Quality Control and Assurance:
â Conduct regular reviews and assessments of processes, tickets, and incidents to
ensure compliance with established quality standards.
â Identify, document, and communicate quality issues or discrepancies, and implement
corrective actions and preventive measures.
Case Handling and Resolution:
â Manage escalated customer issues with a focus on root cause analysis and
solution-oriented resolutions.
â Collaborate with cross-functional teams to ensure escalated cases are resolved to
meet customer satisfaction standards.
Customer Relationship Management:
â Act as the primary point of contact for escalated customers, providing professional
and empathetic communication to address concerns.
â Proactively gather customer feedback, address grievances, and restore confidence
by delivering effective solutions.
Escalation Process Management:
â Develop and maintain efficient escalation processes for swift and effective resolution
of customer issues.
â Ensure adherence to escalation protocols and timelines while coordinating with
relevant teams to resolve cases promptly.
Escalation Analysis and Reporting:
â Analyze trends in escalated cases to identify recurring issues and recommend
process improvements.
â Generate detailed reports on escalation metrics, including resolution times, customer
feedback, and root cause analyses, for management review.
Preventative Strategies and Training:
â Create and implement strategies to mitigate escalations by enhancing customer
support processes.
â Provide training and guidance to support teams on best practices for issue resolution
and escalation prevention.
Zoho Desk Utilization and Analysis:
â Leverage Zoho Desk reporting and analytics tools to generate insights on quality
assessments, escalation trends, and areas for improvement.
â Monitor Zoho Desk utilization to ensure optimal performance and compliance with
established workflows.
Training and Documentation:
â Train Zoho Desk users and teams on best practices, feature utilization, and
compliance requirements.
â Maintain comprehensive documentation of Zoho Desk configurations, workflows, and
operational guidelines.
Collaboration and Stakeholder Management:
â Work closely with cross-functional teams to drive process enhancements and
optimize Zoho Desk utilization.
â Effectively communicate with stakeholders to provide updates on escalations, quality
metrics, and resolutions.
Required Skills and Qualifications:
â Bachelor's degree in Engineering, Business Administration, Quality Management, or
a related field (required).
â Relevant certifications such as Six Sigma, ITIL, or expertise in Zoho Desk and CRM
tools (preferred).
â Proven experience in quality assurance, customer support, or escalation
management.
â Proficiency in using Zoho Desk or similar ticketing systems.
â Strong analytical skills with the ability to identify trends and implement solutions.
â Excellent communication and interpersonal skills to handle escalated issues with
empathy and professionalism.
â Experience in training and guiding teams on quality assurance practices.
â Ability to generate and interpret reports using analytics tools.
â Problem-solving mindset with a focus on proactive strategies and preventive
measures.
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Escalation Manager roles with real interview advice
6-11 Yrs
₹ 8 - 15L/yr
Bangalore / Bengaluru, Delhi/Ncr