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Senior Coordinator Quality Teamlease Digital

5 - 10 years

4 - 7 Lacs

Mumbai

Work from Office

Role & responsibilities Monitoring and auditing CSS transactions for all customer service functions Provide feedback to users/supervisors basis the audit observation (transactional). Training needs to be identified. Make recommendations for improving quality services and process enhancements Conduct periodical calibration sessions with businesses to plug process/knowledge gaps. Implement and monitor scripts to assess functionality, reliability, performance, and quality of service. Collaborate with the training team for refreshers. Using Quality Dashboard to compile and track performance at the individual level and share feedback (performance trajectories). Reports and Dashboards 3-5 years of CSS experience in the Customer Service dept (transportation Industry) Good knowledge of tools such as FIS/ Salesforce and any other 3 rd party systems needed Degree/ Education in Finance/Economics/Mathematics/Statistics. Knowledge of excel and experience with Data analysis. Excellent stakeholder management skills. Understanding nuances of all areas MIN, MAG, MSA wrt to CSS transactions

Posted 3 months ago

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