• Xiaomi - Quality Manager - Contact Center Jobs in Bangalore,India - 23860028

  • Xiaomi Technology India Private Limited

Job Description:

Quality Manager

- Xiaomi is a young startup started in 2010 Xiaomi is today the worlds 4th largest smartphone brand and worlds largest IOT platform Xiaomis philosophy is - Innovation for everyone- and we provide products with (a) best specs and innovation (b) highest quality and (c) honest pricing to all our users

- We now offer a variety of products and services such as smartphones, smart TVs, smart Air Purifier, smart Routers, smart security cameras, fitness bands, powerbanks and many more Xiaomi launched its India business 4 years ago and in a short period; we have become the most loved technology brand in the country Today Xiaomi India is the No 1 brand across multiple categories, as per the latest IDC reports (a) No 1 smartphone brand (b) No 1 smart TV brand (c) No 1 fitness wearable brand in India

Responsibility

- Responsible for the quality of service provided by Solution Experts on all verticals including Hotline/Chat/Email/Social Media/Outbound This includes leading a team of Quality Assurance analysts that review, coach and support Solution Experts This position will ensure through quality observations and data collected through rigorous QA monitoring of the support provided by Solution Experts with approved policies and procedures

Primary Responsibility

- Knowledge of various coaching techniques that drive customer satisfaction

- Manages the Quality Assurance Coaching program by providing direction, leadership and coaching development skills to the QA analyst and representatives

- Manages internal fraud prevention reporting, fraud prevention initiatives, and participates in meetings and discussions with Corporate Security as needed

- Monitor performance of the Mi India Program as described in the SOP shared by Mi India

- Identify challenge areas and suggest methods to improve quality, both at individual level and at program level

- Identify bottom quartile Solution Experts, facilitate retraining and closely monitor their post training performance

- Record Solution Experts performance-using various tools/approved report formats on a daily, weekly and monthly basis

- Complete and update MIS, finalize quality reports every end of the month and submit reports to Mi India stakeholders

- Participate in calibration sessions and share feedback with Team Leaders / Trainers / Solution Experts

- Tracking down the Solution Experts coverage on QA & CSAT on weekly basis

- Representing call quality calibrations once a week and sending minutes for the same on EOD

- Analyzing parameter wise defects and sending reports on weekly basis

- Maintaining records, reports and personal files of the Solution Experts for further reference

- Works assigned by higher level managements

Minimum skills & knowledge

- Fluent in both Spoken and Written English, Hindi and 1 regional Language

- Familiarity of Operating Systems and MS office application including MS Excel and PowerPoint

- Manages the operation of the organizations quality management program to ensure proper quality assurance policies and procedures are met Implement best practices for QA in the center

Software

- Knowledge of program specific software of Quality tools & Call loggers

- Familiarity with handling different kinds of customers and bringing enhanced customer experience

- Act as the central point for all complaints and escalations based on observations and finding and report the same to Customer service head

- Collaborating with Customer Service Manager in implementing enhancements to QA policies and procedures

Complaint management

- Act as the liaison between Mi India and channel partners in co-ordination with multiple departments to ensure customer satisfaction is met

- Escalations process knowledge for Transaction monitoring specific to soft skills and tech skills/Email & Chat monitoring

- Good organizational, interpersonal and reporting & documentation skills

- Analytical Abilities

Desirable skill set

- Time management skills; ability to multi-task and prioritize to react with the appropriate level of urgency to issues

- Strong interpersonal skills and the ability to communicate with many different levels of management

JOB SPECIFICATION

Educational Qualification Required

- Degree Diploma/PG and Above, Computer Science and E-commerce Major is preferred

- Willingness to work in rotating shifts and on Sundays & Public Holidays

Work Experience

- Minimum 5-7 years experience of contact center as a Quality Manager experience desired preferably with Ecommerce background

- Experience in customer service industry, Mobile phone and IT industry experience is preferred

Profile Summary:

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

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