• Reliance Industries - Manager - Quality/Operations - Ajio.com Jobs in Bangalore,India

  • Reliance Industries

Job Description:

Job Mandate

The Quality Lead will be responsible for performing Transactional and Process Audits with regard to various types of customer interactions of the Reliance E-Commerce business; from the viewpoint of a Contact Centre Beyond audits, he/she will also contribute towards performing Root-cause Analysis and Performance improvement on various Customer Experience KPIs

Key Responsibilities

- Drive continuous improvement for Transaction Quality and Delivery

- Conduct Transactional audits on various types of Customer interactions - Calls, E-mails, Social Media posts, Chats on pre-defined Quality parameters and identify opportunities for Quality metrics performance improvement

- Conduct specific dip-check audits on particular processes and identify opportunities for Process Improvement

- Strengthen Quality management processes / framework to improve quality delivery

- Evaluate effectiveness of transactional quality interventions

- Ability to get out of the box ideas and Process improvement initiatives

- Conduct Quality Data Analysis and apply QC Tools for performing Root-cause Analysis

- Participate in calibrations to ensure consistent scoring & feedback delivery approach at Contact Centres

- Engage with Contact Centre Quality Teams to ensure robust implementation of Transactional Quality structure, Feedback adherence, Training Need Analysis as well as Quality KPIs and overall Customer Experience enhancement

- Drive Customer Experience through Quality & Process Audit interventions

- Handle a threshold number of Interactions with customers on a periodic basis to ensure focus on the process knowledge

Educational Qualifications

- Graduate / Post-graduate working in the Contact Centre / Customer Care domain in E-Commerce / BPO industries

- Six Sigma (Green Belt) Certified

Years of Experience (minimum & maximum)

- 6 to 8+ years

- Minimum 3 to 5 years in Quality / Service Excellence domain

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 20th Feb 2020

Key Skills:

Company Profile:

Not Mentioned

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