Quality Manager

Job Code # 199

Job Location-  Kolkata

Salary- 9 LPA to 15 LPA

Key skills-
a) Should have prior experience with the Utility domain / service industry
b) Overall 10 Years of Mimimum experience in Utility Domain/Service Industry
c) Graduate
d) Should have more than 2 years experience as a Assistant or Deputy Manager

Job Description-
• Should have prior experience with the Utility domain / service industry
• Led the service delivery teams, managing conflicts, and ensuring individual team’s processes and tasks were carried out efficiently.
• Respond to customer service issues in a timely manner.
• Create effective process procedures, policies, and standards.
• Develop customer experience enhancement goals and coordinate with the team to meet them on a steady basis
• Maintaining positive relationships with customers
• Identifying customer needs and overseeing service delivery within the business context
• Determining ways to improve service efficiency without sacrificing customer experience.
• Assess service statistics and prepare detailed reports on your findings.
• Remaining organized and meeting deadlines
• Building partnerships and liaising with team leaders to meet client KPIs and solutions for issues that may arise
• Maintain accurate records and document all customer service activities and discussions
• Hire new agents
• Stay informed on the latest industry techniques and methods

Competencies/Skills:
• Experience in customer service, and leadership.
• Experienced in client management
• Good computer skills and the ability to use business support software.
• Strong customer service, project management, and quality control skills.
• Good resource planning skills.
• Excellent leadership and customer service skills.
• Strong teamwork skills and attention to detail