Quality - Customer Service Manager

: https://zrec.in/498fi?source=NaukriHotJobs

*JOB TITLE

Customer Service Manager - Quality, Insights & Systems

JOB SUMMARY

The Customer Service Manager- Quality, Insights & Systems is a dual-function role combining strategic project management in automation and AI-driven innovation with operational responsibility of booking erratas, system adjustments, and quality assurance. The ideal candidate will be technical experienced, analytically sharp and operationally grounded, with a collaborative mindset that fits seamlessly into Stubas people-first culture.

REQUIRED AND DESIRED EXPERIENCE

Experience:

* Proven track record of designing and leading QA programmes, including scorecard development, calibration, and coaching.
* Experience managing cross-functional projects from concept to implementation, ideally involving automation or process improvement.

* Background in travel, hospitality, telecom, or tech-enabled services preferred.

Technical & Analytical Skills:

* Proficient in Excel and familiar with BI dashboards (e.g., Power BI, Tableau) for performance tracking and reporting.
* Comfortable working with CRM systems, ticketing platforms, and customer feedback tools. * Exposure to AI-driven QA tools, speech analytics, or automation platforms (e.g., chatbots, workflow engines) is a strong advantage. * Six Sigma awareness or basic training (Green Belt preferred but not essential).

Soft Skills & Cultural Fit:

* Strong communicator who can work across levels from frontline teams to leadership.
* Collaborative, empathetic, and culturally aware. * Curious and open to learning about emerging technologies, especially AI. * Hands-on, proactive, and adaptable fits into Stuba people-first culture.

KEY TASKS AND RESPONSIBILITIES

Strategic Responsibilities:

Operational Responsibilities:

* Act as the point of contact for CS recruitment, onboarding, and induction.
* QC for appraisals, performance issues, and development plans. Insights & Reporting * Design and manage customer feedback programs (e.g., surveys, sentiment analysis). * Analyse feedback and performance data to identify trends and service gaps. * Create and maintain dashboards and reports for leadership visibility. * Track and report on KPIs including QA scores, SLA adherence, CSAT, and training effectiveness.

PLACE OF WORK AND WORKING HOURS

Hybrid, Pune Day shift (Timings will change as per business requirement)