Senior Agile Product Manager: Service Excellence
TechDigital Group
14 days+
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Responsibilities
- Adhere to quality standards and regulatory requirements.
- Ensure positive customer experience and CSAT.
- Independently resolve tickets and meet SLA.
- Provide L3 level support for escalations.
- Conduct training and participate in hiring drives.
Job description
Agile Product Management Senior Advisor
- To adhere to quality standards, regulatory requirements and company policies
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
- To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
- To independently resolve tickets & ensure that the agreed SLA of ticket volume and time are met for the team.
- To provide support for on call escalations /L3 level support and doing incident & problem management
- Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.
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