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Job Detail

Analyst Service Excellence

Salary 7-12 Lpa

  • Chennai
  • 16 Aug 2018

Consultant himanshu.gupta@elementsmanpower.com

JobRef 16-08-2018

 You Role

·       Implement adequate reporting mechanisms and control measures for all quality monitoring.

·       Identify opportunities for improvement and support implementation based on results and findings of quality monitoring.

·       Ensure that Service Monitoring guidelines/standards are fit for purpose and cover relevant business requirements .Develop, interpret, and present reports to Leadership team on quality performance against objectives and targets.

·       Complete all tasks as outlined in Role depending on the process. Examples may include (but not exhaustive of):

o    Service call back for all detractors/passive responses

o    Email/Chat monitoring

o    Training and Delivery based on the findings from the Service Monitoring

o    Perform analysis on the Service Monitoring results and identify and deliver training if applicable

Responsible for monitoring & identifying trends, gaps, RCA, in NPS/CSAT for all teams in HR operations

Essential Skills

·       Strong communication skills – verbal and written.

·       Ability to deliver structured and effective feedback.

·       Ability to drive performance and achieve results.

·       Take responsibility for own personal development.

·       Effective time management skills.

·       Quality focused.

·       Experience in using Microsoft Office products.

 

Desirable Skills

·         Experience in Customer Service and/or or Voice-based team/organization.

·         Experience of working in BPO/KPO.

Apply

Get in Touch

  • 101 & 101 A, 1st floor, D-Mall, Netaji Subhash Place, Pitampura, Delhi-34
  • 011- 41036660, 47075709
  • info@elementsmanpower.com