D2C Manager

Responsibilities

1. Auditing calls for agents and develop a proper feedback mechanism.
2. Designed Training Plan as per Quality Audit findings and ensured execution as per timelines Understanding customer needs and requirements to develop effective quality control process.
3. Digitalization and Automation to build efficiency and reduce workload.
4. Business Intelligence Inputs and Value Addition for Process Improvement.
5. Standardize SOPs basis client deliverables and implementation.
6. Setting up goals and objectives for team.
7. Motivating team and taking informative quick decision.
8. Creating and defining risks contingencies and plans.
9. Implementation of QC tools for various types of analysis.
10. Preparing Business review decks for monthly and quarterly analysis.
11. Week on week review with Agents on Quality Scores to find the gap and bridge them.