Assistant Manager - Customer Service

Key Responsibilities:

•   Audit of Email Desk (Pre- QC).
•   Ensuring 100% feedbacks are imparted to the users and same is implemented.
•   Perform dipstick on feedback shared
•   Weekly Calibrations with each team
•   Bottom quartile user management and continuous improvement of BQM users
•   To identify the areas of opportunities and close loop the fixes
•   Prepare & publish Efficacy report pertaining to improvement areas.
•   Regular refreshers/ training for new updates/ errors identified/ service grievances received.
•   Resolve queries, service requests, complaints received from team.
•   Create and regularly update Knowledge Portal
•   Improvement in Quality Scores (Pre and Post QC) and NPS
•   Ensure adherence to documented processes, procedures and controls.
•   DNPS/TNPS analysis.
•   Coordinating with cross functional team regarding clarification on process clarity/ Improvement.

Knowledge and skills required:

•   Good communication skills (Spoken and Written)
•   Good knowledge of MS-Excel & Power point.  The applicant should have sound excel working skills for data management & analytics

Desired qualifications and experience:

•   Graduate with 2-3 year experience in operations/customer service preferably in Insurance industry. Prior quality experience would be preferred.