TATA CLiQ - Senior Manager - Service Quality & Customer Experience (7-14 yrs)

- As a Service Quality and Experience , you will guide a team dedicated to improving their ability to deliver and provide the best customer experience.

- You will be the custodian of improving quality of customer interactions by hiring right talent, Quality MGMT, Training, process re-engineering, customer insights, effectively listen to customers feedback coming from all channels, generating customer insights, identify gaps, fix the root cause , enhance system experience and drive RCA culture across organisation and Knowledge Management. You will also be custodian of customer communication & digital experience through the customer lifecycle

Responsibilities :

- Provide timely, actionable insight and thought management through the delivery of strategic recommendations coupled with robust analysis

- Assist the Operations team in employing innovative methods and give feedback to improve the overall customer experience.

- Identify and explore quantitative and qualitative data to develop and enhance employee skills.

- Tackle problems in creative and logical ways and brainstorm solutions.

- Create effective working relationships with key stakeholders by logical process enhancement suggestions along with data-driven product decisions.

- Formulate compliance and non-compliance processes as per policies and requirements.

- Ensure that training is delivered to all new employees as per the training calendar.

- Identify and assess training needs through job analysis, quality scores, performance appraisals, and consultation with respective managers.

- Plan and manage on-the-job training, PKTs, refresher training, etc. for associates.

- Take full responsibility for the knowledge and content management of documented processes.

- Constantly drive the quality and methodology of training, workshops, etc.

- Execute training tasks and assignments on short notice.

- Work closely with various teams to plug areas of opportunity into the training area.

- Perform constant bench marking of the process across the industry to enhance the internal system, processes, etc.

- To effectively listen to customers, identify gaps and fix the root cause through Program Management.

- Provide timely, actionable insight and thought leadership through the delivery of strategic recommendations coupled with robust analysis.

- Conducting end to end UAT working with product & tech team

- Act like a bridge between Operations team and Product for raising new requirements/enhancement, documenting

BRDs & ROI.

- Own Help page on website /FAQs/Self-service content and related improvements

- Ensure all automated customer communication are updated, relevant & enhanced on time to time basis

- Enhancement & continuous improvement of CRM & other tools used by Customer service team

- Owner of all customer communication happening through contact centre

- Assist the Operations team in employing innovative methods and give feedback to improve the overall customer experience.

- Identify and explore quantitative and qualitative data to develop and enhance employee skills.

- Tackle problems in creative and logical ways and brainstorm solutions.

- Conduct customer feedback analysis and derives insights to optimize the user experience.

- Create effective working relationships with key stakeholders by logical process enhancement suggestions along with data-driven product decisions.

- Perform constant bench marking of the process across the industry to enhance the internal system, processes, etc.

- Drive innovation and culture of experiment

Required Skillset :

- Highly numerate, analytical , with strong attention to detail.

- Ability to work with a high level of accuracy and meet strict deadlines in a fast paced, high pressure environment

- Excellent stakeholder and vendor management skills across a range of functional areas.

- Comfortable working with big data sets and rapidly translating results into meaningful analysis and actionable

- Manger and leadership qualities; the ability to easily establish trust-based relationships and gain valuable insights

through partnership and communication.

- Excellent written and verbal communication skills; the ability to articulate complex analysis and understandings in a simple and engaging way that elicits action.

- Previous experience in an Ecommerce company or retail consumer business is desirable, but not essential.