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Manager - CC - Quality

3.00 to 8.00 Years   Bangalore   21 Feb, 2022
Myntra
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryInternet / E-Commerce
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

    1. Quality Manger: This role requires the individual to drive the interaction quality strategy for frontline teamsworking alongside with the partner ecosystem. The candidate needs to have the ability to deep dive to rootcause and develop actions to drive agent and process Improvements.2. Team: This role requires one to play a significant role in the development of a successful and effective team.Shapes the direction of the team and keeps them focused and motivated to deliver the right results3. Partner Management: Work closely with the partner team and adopts the right audit, governance process.Mentors Partner teams to perform and deliver the right performance4. Stakeholder management: This role is expected to have a high degree of cross-functional stakeholderengagement across business teams, program/product teams and cross functional teams to benchmark bestpractices.Key Role Objectives and Result Areas:1. Deliver best in class interaction quality across frontline channelsKey Result Areas: Interaction quality score, Interaction satisfaction2. Customer effort scoreKey Result Areas: CES Score3. Improve hygiene of the process by creating a governance modelsKey Result Areas: Training efficiency-Quality and AHT/Productivity, Hygiene metrics4. Manage Critical talent attrition and engagementKey Result Areas: Attrition, Survey scores from team5. Bottom quartile improvementKey Result Areas: 75% of BQ bucket meeting target,

Keyskills :
surveytrainingbusinessstrategyattritionBoundaryALTA SurveysConstruction StakingLegal DescriptionsPlattingTopographic SurveysLeicaTotal Station

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