Engagement Manager (CCAIP) Quantiphi Analytics Solutions

6.0 - 11.0 years

3 - 6 Lacs

Mumbai, Maharashtra, India

On-site

Oversee the comprehensive design of IVR/Chat CCaaS solutions that are tailored to the unique needs of our clients, leveraging industry-leading technologies and platforms. Lead fact-finding discovery sessions with client stakeholders to ensure alignment of requirements Client Management: Managing customer communication & relationships Guide the client on technology evaluation, technical thought leadership and direction for Conversational AI projects Constantly sync with the product & Business team to align on business priorities, and plan for long term and short-term architecture goals Showcase thought leadership on technology roadmaps, agile development methodologies and best practices Chall...

Posted 2 months ago

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QA Specialist - Customer Experience Lennox India Technology Centre Litc

6.0 - 8.0 years

6 - 8 Lacs

Chennai, Tamil Nadu, India

On-site

Responsibilities Maintain and develop internal quality standards. Assess support interactions (calls, email, tickets messages) based on established quality standards. Accompany evaluations with meaningful and constructive feedback. Develop process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support Discuss and explain feedback with agents in regular meetings. Analyze all customer service metrics (e.g. AHT, FCR, ACW) and how the team performance affects those KPIs. Participate incalibration sessionsto maintain consistency in internal evaluations. Map the need for training and onboarding programs and initiate these project...

Posted 3 months ago

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