Senior Manager - Customer Centric

As the Customer Experience Manager, you will be responsible for overseeing the customer experience strategy to ensure that all customer touchpoints align with company standards for satisfaction and engagement. Your role will involve developing and implementing initiatives to enhance the overall customer journey and increase customer loyalty. You will also be in charge of managing the escalation desk, handling critical and high-priority customer issues via calls and emails. Your focus will be on ensuring timely and efficient resolution of escalated cases while maintaining a high level of professionalism and customer satisfaction. Collaboration with cross-functional teams to resolve complex issues and prevent recurrence will be a key aspect of your role. Conducting comprehensive audits of voice calls, emails, and business processes to assess adherence to quality standards will be another critical responsibility. You will analyze customer interactions to identify opportunities for improvement in communication effectiveness, accuracy, and customer satisfaction. Ensuring compliance with organizational policies, industry regulations, and best practices will be essential. You will develop and maintain a thorough understanding of quality standards and implement measures to achieve and exceed benchmarks. Providing constructive feedback to customer service representatives, communication teams, and other relevant stakeholders based on audit findings will be part of your regular tasks. Generating reports highlighting key performance indicators and areas requiring attention will also be a significant aspect of your role. Collaboration with training teams to develop and deliver targeted training programs based on identified quality gaps will be crucial for continuous improvement. You will also assist in the development of training materials to address evolving quality standards. Working closely with process owners and stakeholders to identify and implement process improvements will be part of your responsibilities. You will recommend and support the implementation of corrective actions to address quality deficiencies. Maintaining accurate and detailed records of audit findings, feedback, and corrective actions will be important. You will also be responsible for developing and updating documentation related to quality standards and procedures. Collaborating with various departments, including customer service, operations, and training, to ensure a unified approach to quality improvement will be essential. Participation in cross-functional meetings to address quality-related issues will also be expected. Critical Skills: - Excellent communication skills, both written and verbal - Attention to detail and ability to multitask - Familiarity with quality management tools and methodologies - Proficiency in using relevant software and systems for monitoring and evaluation - Excellent analytical and problem-solving skills - Certification in quality management or related field is a plus - In-depth knowledge of and passion for customer satisfaction.,