Senior Manager - Customer Service Quality and NPS

Job Description

Role: Senior Manager - Customer Service Quality and NPS Job location: Goregaon East Role & responsibilities: Quality Assurance & Compliance- Develop and Implement quality control measures for Customer Service Operations- Voice, Email operations & Grievance units to ensure compliance with documented SOP and insurance regulations and company policies Conduct Audit and evaluations of customer interactions to maintain service excellence. The role requires being part of the Quality function and drive Net Promoter Score across the organization Collaborate with CS teams to enhance training programs and service delivery. Conduct regular feedbacks Monthly actionable insights to Sr Management on continuous improvement of Customer Experience Generate and automate with help of technology Quality metrics and recommend corrective actions The role will report to Associate Vice President Customer Service and will require to manage the day-to-day quality related activities in the team The roles core responsibility involves setting up and managing and being responsible for smooth functioning of the quality for Voice, Email operations & Grievance units of CS along and NPS function across organization The role requires constant support to customer service operations and to drive effective processes with quality standards that are in line with the departments objective of reducing repeats calls / emails / complaints and enhance customer experience Benchmarking Quality and NPS across GI Industry and set up technology enable processes Role involves managing vendors of Customer Service (outsourced Model of operations) with respect to quality Design and manage NPS surveys across different touch points on Customer Lifecycle journey Analyze NPS data to identify trends and actionable insights Monitor industry benchmarks and best practices for NPS improvement-initiate promotion of scores and adoption scores Skills Required Strong analytical skills and attention to detail with problem solving abilities Experience in Quality assurance & Customer Experience management Strong understanding of NPS and CSAT methodology and customer feedback analysis Any Six Sigma qualification or knowledge of DMAIC and KAIZEN would be good to have Proficiency in data visualization and strong presentation skills. Proficient stakeholder management and excellent communication skills is must to have