Officer – Quality & Process Management – Housing – CRM – Mumbai – Lodha (I-Think Techno Campus) – JM Job For 1-4 Year Exp In Tata Mutual Fund Thane, India – 3528899

Job Description
Core Responsibilities:
o Partner with Leadership team to enhance Customer Experiences by implementing successful call center programs
o Identify, Recommend and Support the implementation of various programs for the improvement of call center Quality
o Identify potential quality issues and initiate investigations in coordination with the leadership team
o Meet vendor call centre team weekly to review quality reports, discuss team performance, identify favorable / unfavorable trends, and resolve escalated issues
o Handling Customer Queries & meeting Deadlines on daily basis records related to customer, also prepare plan for Audit also.
o Supports development of quality assurance strategies, processes, guidelines and control plans which assure quality & enhanced customer experience
o Efficiently gather complete information to access and fulfill customer need.
Core Responsibilities:
o Partner with Leadership team to enhance Customer Experiences by implementing successful call center programs
o Identify, Recommend and Support the implementation of various programs for the improvement of call center Quality
o Identify potential quality issues and initiate investigations in coordination with the leadership team
o Meet vendor call centre team weekly to review quality reports, discuss team performance, identify favorable / unfavorable trends, and resolve escalated issues
o Handling Customer Queries & meeting Deadlines on daily basis records related to customer, also prepare plan for Audit also.
o Supports development of quality assurance strategies, processes, guidelines and control plans which assure quality & enhanced customer experience
o Efficiently gather complete information to access and fulfill customer need.
Graduate :Yes
Masters/Postgraduate: Optional Desired Experience: Minimum 1 year in the field.