Service Quality Manager
- Premier Consultants
- 6 to 7 Yrs
- Mohali, Chandigarh
- 4 years ago
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Job Description
Dear Candidates,
Greeting of the day!!
We have an Urgent opening as Service Quality Manager
Exp 6-7 yrs
Salary -.15 lacs
Location Chandigarh / Lucknow
Urgent opening as Service Quality Manager
Job description:
Leading Service Quality initiatives, interventions and outreach programmes for the region with the objective of driving a culture of best in class service delivery
Engage with all branches and drive a culture of Service Excellence through Zero Defects and First Time Right leading to reduction in customer complaints, regulatory escalations and improvement in NPS
Leading projects for process improvement and service excellence focused on adherence to TAT for Service Requests, Complaints count to remain within ORM guidelines, Escalations reduction, First Pass improvement, NPS betterment and other relevant themes.
Periodic Branch and Regional Office visits physically / digitally as applicable to assess health of service and review SQ parameters and handhold staff to enable improvements required in areas of opportunities
Conducting periodic reviews with RBH and Area Managers on Region / cluster level performances on critical to SQ parameters and charting out improvement plans and following through for necessary curing / implementation
Root Cause Analysis of Customer Escalations (Regulatory, Sr Mgmt) to understand service delivery gaps and bottlenecks and working with relevant stakeholders in the channel and HO on the actionable with a focus on reduction of escalation.
Drive a culture of exceptional service delivery through R&R programmes at local, regional and national level while also ensuring that the right behavior is driven through reduction of blackspots / 5k debits
Support regional programme verticals viz S2W, Priority, NR, TASC on SQ impact items:
Roles and Responsibilities:
Qualifications and skills: Any Graduate / Post Graduate
Location: Chandigarh / Lucknow
Interested candidates can share the resumes on: hidden_email
Contact No. hidden_mobile
Employement Category:
Employement Type: Full timeIndustry: Banking / Financial Services Role Category: Quality (QA-QC) Functional Area: Not ApplicableRole/Responsibilies: Service Quality ManagerContact Details:
Company: Premier ConsultantsLocation(s): Mohali, Chandigarh
Keyskills: quality management root cause analysis service quality management service assurance service quality quality standards
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Premier Consultants
Since our inception in October 2004, we have embarked upon a path on which we cater to the demands of a booming and one of the largest job markets in the world. With clientele from various sectors and industries, in countries across Middle East, Africa, Europe, USA and South East Asia we have ca...
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