Executive - Customer Service

Position Title

Executive - Quality (Customer Service)

Department

Customer Service

Level/ Band

201

ROLE SUMMARY:

Conduct regular process level assessments to ensure adherence on defined rules standards at Contact Center. Responsible for managing both Voice Non-Voice processes. Regular connect with Contact Center to ensure any potential concerns/refreshers are addressed/conducted in a timely and effective manner seek Corrective Preventive actions to avoid recurrence.

ORGANIZATIONAL RELATIONSHIPS

Direct Reporting

NA

Reporting to

Manager- Customer Service

JOB DIMENSIONS

Geographic Area Covered

PAN India

Internal Stakeholders

Customer Services, Complaints, Branch Operations, Policy servicing, New Business dept.

Information technology

Customer Experience

KEY RESULT AREAS

Organization Process

Key Contributions

Frequency

Quality Assessments

Conduct regular QC on QC for Voice Non-Voice assessments done by CC.

Validate findings basis assessments conducted by 3 rd party.

Conduct analysis on detractors through call listening end to end case checks.

Weekly

Corrective Preventive Actions

Track effective closure of Corrective Preventive Action from CC on fatal errors.

Evaluate the effectiveness of CAPA through smart sampling in following months.

Ongoing/Monthly

Floor Refreshers Improvement

Conduct quick refreshers basis findings through assessments.

Work with CC to improve process performance track progress.

Ongoing

Skills Required

Technical

Thorough understanding of product, process and touch point related services.

Good working knowledge of MS- Office.

Behavioral

Personal resilience and ability to perform effectively in a fast paced environment.

Builds and maintains healthy relations with stakeholders to ensure seamless execution of work.

Level 1

(Rarely/Not Required)

Level 2

(Required Frequently)

Level 3

(Essential)

Interpersonal skills

Yes

Supervising/Leadership skills

Yes

Influencing skills

Yes

Relationship management skills

Yes

Customer orientation

Yes

Action oriented

Yes

Decision making skills

Yes

Incumbent Characteristics

Essential

Desired

Qualification

Graduation

Experience

3-5 years of experience in Customer service (BFSI, Contact Center) at least 1 year experience in Transactional Quality, Concurrent Audit, Complaints

Disclaimer: This Job Description is indicative in nature. The duty list/Goal Sheet provided to you can vary from the aforesaid in view of Organizational need/requirement from time to time.