Customer Experience Manager

Angaaraaa; Jaipur; On-site; INR 600,000 - 900,000; Full time

Job summary

An established industry player is seeking a Quality Assurance & Improvement Manager to elevate customer experience across various channels. This role involves monitoring interactions, providing feedback, and driving continuous improvement initiatives. You will collaborate with teams to identify gaps and create training programs, while also fostering a culture of innovation and problem-solving. If you're passionate about enhancing customer journeys and have a knack for analytical thinking, this opportunity is perfect for you. Join a dynamic environment where your contributions will make a significant impact on customer satisfaction and business success.

Qualifications

• Experience in quality assurance and customer service roles.
• Strong analytical and problem-solving skills are essential.

Responsibilities

• Monitor chats and provide feedback for improvement.
• Drive business goals to enhance customer experience.
• Identify training needs and plan upskilling sessions.
• Monitor and motivate customer experience & sales managers through conversations.
• Drive business goals & strategies to pave the way for outstanding customer experience.
• Identify & analyze the pulse of the customer through internal & external review channels and proactively initiate improvements.
• Coordinate & facilitate calibrations with the teams to improve the customer journey.
• Identify & resolve process gaps in collaboration with support teams.
• Identify training needs & plan sessions for upskilling.
• Create, manage & report product/process assessments to improve knowledge.
• Work & collaborate on departmental & organizational projects.
• Build & drive a culture of problem solving and innovation.
• Monitor skills with an eye for detail in quality.
• Coach and be a natural motivator.
• Data gathering, analysis, and reporting.
• Analytical thinking & problem solving.
• Cross-functional working & stakeholder management.
• Project management & process improvement.
• Think big and innovate.

Skills

Analytical thinking

Problem solving

Project management

Stakeholder management

Coaching

Motivational skills

Job description

Designation: Quality Assurance & Improvement Manager

This role will require you to:

1. Monitor Chats and Provide Feedback and scope of improvement.
2. Champion opportunities to consistently improve the experience.
3. Create standards in accordance with industry and customer expectations.
4. Monitor and motivate customer experience & sales managers through conversations.
5. Drive business goals & strategies to pave the way for outstanding customer experience.
6. Identify & analyze the pulse of the customer through internal & external review channels and proactively initiate improvements.
7. Coordinate & facilitate calibrations with the teams to improve the customer journey.
8. Identify & resolve process gaps in collaboration with support teams.
9. Identify training needs & plan sessions for upskilling.
10. Create, manage & report product/process assessments to improve knowledge.
11. Work & collaborate on departmental & organizational projects.
12. Build & drive a culture of problem solving and innovation.
13. Monitor skills with an eye for detail in quality.
14. Coach and be a natural motivator.
15. Data gathering, analysis, and reporting.
16. Analytical thinking & problem solving.
17. Cross-functional working & stakeholder management.
18. Project management & process improvement.
19. Think big and innovate.

Seniority level

Associate

Employment type

Contract

Job function

Quality Assurance and Customer Service

Industries

Internet Marketplace Platforms, Business Consulting and Services, and Retail Luxury Goods and Jewelry